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Technical Support Engineer
WA - Bellevue
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Opportunity Snapshot
In this newly created role you will have the opportunity to take on a variety of intriguing challenges at a level higher than typical for tier 1 support. Not only will you become part of the biotech industry, you also will join a smaller company on the threshold of significant expansion: we're a Microsoft Gold Certified Partner and just releasing a new line of Office-Smart products with solid support from Microsoft. In this environment a fast learner and solid performer could grow this role fairly quickly. In fact, as we build out our support infrastructure, you will have input on our processes and your position.
You will provide tier 1 support to external end customers as well as internal help desk support and assistance with onsite/data center network operations. To be a good fit for this opportunity you will have at least three years of help desk or software technical support experience, including some exposure to MS IIS and/or SQL Server. You also will need excellent customer service and communication skills, including the ability to explain complex technical ideas and concepts to technical and non-technical staff. We're looking for a methodical and motivated professional with the tenacity to track an issue to its source and drive a resolution with a high degree of autonomy.
The TranSenda Central system of integrated, modular clinical trial applications is optimized to meet and evolve with the unique needs of emerging companies, providing a flexible alternative to general purpose spreadsheets or traditional clinical trial software typically designed for larger organizations. With the introduction of Office-Smart clinical trial solutions, customers can now transform their workplace with study software that unifies the user experience through the familiar Microsoft Office environment.
What Else You'll Bring to the Table
In addition to the qualifications detailed above, you'll need:
A certificate or two-year vocational degree; however, we will consider non-certified/degreed candidates with significant relevant experience.
Excellent troubleshooting and analytical skills.
Working knowledge of network administration in a Windows environment.
Experience with software testing fundamentals.
The ability to work with outsourced vendors.
Demonstrated persistence in obtaining resolution to assigned issues.
Dependability, flexibility, a detail orientation, self-motivation, discipline, and the ability to function in a multi-task environment with a positive attitude under pressure.
24x7 availability for emergency support issues (although calls are rare).
Preferred but not required:
Working knowledge of software delivery lifecycle and methodology.
A bachelor's degree.
What's in It for You
Impact and autonomy -- because we're a smaller company, you won't just be another cog in the machine. You'll have the opportunity to make an impact every day, sharing in challenges as well as the rewards. We'll welcome your input on how our support infrastructure develops and grows. Assuming you're achieving your goals, we'll grant you a degree of autonomy.
Career development -- in general this role involves a lower volume of more challenging issues (although we'll look to you to remain flexible with regard to the volume), meaning you'll expand your knowledge and hone your skills. A solid performer might pursue diverse career paths at TranSenda, whether you move up on the Support team or into other areas of IT or project management.
Positive mission in a robust market -- our main focus is the emerging biotech industry, a vertical undergoing an automation revolution, and the solutions we provide help our customers accelerate the availability of safe and effective drugs that save and improve the quality of lives. With support and backing from Microsoft, we are poised for significant growth and ongoing momentum. In fact, that's one reason we're adding this new position.
Great work environment -- our values are more than just a piece of paper on the wall; in fact, our quarterly value surveys feed a business key performance indicator. These values include integrity, professional growth, an open and non-political environment, and having fun (yes, it's in our values!). Our facilities are first class and situated in a coveted eastside location: just down the street from Microsoft's Redmond campus.
Excellent compensation -- in addition to a competitive salary we offer excellent benefits, including a stock option plan, 401(k) plan with employer match, and more.
More About Your Role
If you're a good fit for this position, you already know most of what this job entails. However, to be sure we're providing a complete picture, here are some details.
Reporting to the IT & Customer Support Manager, you will join a team that also includes the Director of Operations & Quality Assurance. While your primary objective will be to provide Tier 1 support to clients, you also will provide desktop support to TranSenda staff.
With regard to external support, our service agreements require clients to have onsite technical support, so issues escalated to you will tend to be fairly challenging. Often you will interact with IT professionals (including IT Directors) rather than end users. Your first action will be to determine whether or not you can handle an issue and, if not, escalate it to the IT & Customer Support Manager or Engineering. The majority of our clients run our package applications and the issues they present range from "How do I reset my password?" to "I can't get a certain functionality to work" to "I think there is a bug."
A smaller percentage of clients run customized solutions, and may call with substantially more complex issues related to the Microsoft frameworks or our internal core technologies. TranSenda solutions are entirely Windows and web-based, utilizing .NET technology with MS SQL Server as the back end, and the products are based on SharePoint and SharePoint Server.
Issues from internal users will be even more diverse and involve a wider variety of applications. They may involve our hosted environment or desktops, and range from simple to complex.
We expect you will respond to several requests a day, equally divided between phone and email. For the most part the issues can't be wrapped up in a five-minute call, and you often will do research and attempt to reproduce the situation. Our Office Smart line is slated to release in September, so we expect volume to increase at that time.
We offer 24x7 support, and we are committed to responding within one hour to priority one issues (such as a system going down). You will be first on the call tree, although these calls are not frequent.
Keys to Success
To excel in this role you will be personable and intelligent, knowing not only how to interact effectively with customers, but also how to find the source of a problem and figure out a solution. As a smaller company we'll look to you to achieve your goals independently, but we also place a high value on teamwork; when something comes up, it's "all hands on deck." In addition, to excel in this role you will assimilate new technologies quickly, keep an eye out for opportunities to improve products and processes, maintain an upbeat, positive attitude, and have fun along the way!
If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!
Who We Are
TranSenda is committed to transforming the clinical trial environment by delivering solutions that address the underserved need to improve the "business-process" side of clinical trial operations. To accomplish this, we took our inherently versatile business process management technology and evolved it into a modular clinical trial process platform that supports a next generation CTMS. TranSenda's Clinical Trial Manager was designed by experienced clinical trial professionals to support a collaborative clinical environment that is as conducive to the operational needs of conducting a clinical study as possible. Built with Microsoft's .NET technology and open standards, TranSenda's web-enabled solutions use portals to help centralized activities, information and communication among all study sites and teams.
Since 1998, TranSenda has been collaborating with customers to create effective business process solutions -- starting with an electronic tax filing system for our first customer, Microsoft. In 2001, TranSenda developed its first healthcare solution. By 2003, TranSenda could count Cardinal Health among its customers. Since 2004, TranSenda has been committed exclusively to providing innovative solutions to life sciences organizations.
Today, with our innovative Office-Smart clinical trial software, TranSenda's customers can leverage Microsoft's powerful Office System to create a more people-friendly environment that unifies study software with the practical business-side of Office productivity tools. Supported by our patent-pending ClinBUS data interchange technology, TranSenda's Office-Smart solutions can interoperate with existing clinical applications like EDC -- creating an unprecedented study environment in which both clinical research software and business-process software can work in concert to improve overall study efficiency.
Opportunity Snapshot
In this newly created role you will have the opportunity to take on a variety of intriguing challenges at a level higher than typical for tier 1 support. Not only will you become part of the biotech industry, you also will join a smaller company on the threshold of significant expansion: we're a Microsoft Gold Certified Partner and just releasing a new line of Office-Smart products with solid support from Microsoft. In this environment a fast learner and solid performer could grow this role fairly quickly. In fact, as we build out our support infrastructure, you will have input on our processes and your position.
You will provide tier 1 support to external end customers as well as internal help desk support and assistance with onsite/data center network operations. To be a good fit for this opportunity you will have at least three years of help desk or software technical support experience, including some exposure to MS IIS and/or SQL Server. You also will need excellent customer service and communication skills, including the ability to explain complex technical ideas and concepts to technical and non-technical staff. We're looking for a methodical and motivated professional with the tenacity to track an issue to its source and drive a resolution with a high degree of autonomy.
The TranSenda Central system of integrated, modular clinical trial applications is optimized to meet and evolve with the unique needs of emerging companies, providing a flexible alternative to general purpose spreadsheets or traditional clinical trial software typically designed for larger organizations. With the introduction of Office-Smart clinical trial solutions, customers can now transform their workplace with study software that unifies the user experience through the familiar Microsoft Office environment.
What Else You'll Bring to the Table
In addition to the qualifications detailed above, you'll need:
A certificate or two-year vocational degree; however, we will consider non-certified/degreed candidates with significant relevant experience.
Excellent troubleshooting and analytical skills.
Working knowledge of network administration in a Windows environment.
Experience with software testing fundamentals.
The ability to work with outsourced vendors.
Demonstrated persistence in obtaining resolution to assigned issues.
Dependability, flexibility, a detail orientation, self-motivation, discipline, and the ability to function in a multi-task environment with a positive attitude under pressure.
24x7 availability for emergency support issues (although calls are rare).
Preferred but not required:
Working knowledge of software delivery lifecycle and methodology.
A bachelor's degree.
What's in It for You
Impact and autonomy -- because we're a smaller company, you won't just be another cog in the machine. You'll have the opportunity to make an impact every day, sharing in challenges as well as the rewards. We'll welcome your input on how our support infrastructure develops and grows. Assuming you're achieving your goals, we'll grant you a degree of autonomy.
Career development -- in general this role involves a lower volume of more challenging issues (although we'll look to you to remain flexible with regard to the volume), meaning you'll expand your knowledge and hone your skills. A solid performer might pursue diverse career paths at TranSenda, whether you move up on the Support team or into other areas of IT or project management.
Positive mission in a robust market -- our main focus is the emerging biotech industry, a vertical undergoing an automation revolution, and the solutions we provide help our customers accelerate the availability of safe and effective drugs that save and improve the quality of lives. With support and backing from Microsoft, we are poised for significant growth and ongoing momentum. In fact, that's one reason we're adding this new position.
Great work environment -- our values are more than just a piece of paper on the wall; in fact, our quarterly value surveys feed a business key performance indicator. These values include integrity, professional growth, an open and non-political environment, and having fun (yes, it's in our values!). Our facilities are first class and situated in a coveted eastside location: just down the street from Microsoft's Redmond campus.
Excellent compensation -- in addition to a competitive salary we offer excellent benefits, including a stock option plan, 401(k) plan with employer match, and more.
More About Your Role
If you're a good fit for this position, you already know most of what this job entails. However, to be sure we're providing a complete picture, here are some details.
Reporting to the IT & Customer Support Manager, you will join a team that also includes the Director of Operations & Quality Assurance. While your primary objective will be to provide Tier 1 support to clients, you also will provide desktop support to TranSenda staff.
With regard to external support, our service agreements require clients to have onsite technical support, so issues escalated to you will tend to be fairly challenging. Often you will interact with IT professionals (including IT Directors) rather than end users. Your first action will be to determine whether or not you can handle an issue and, if not, escalate it to the IT & Customer Support Manager or Engineering. The majority of our clients run our package applications and the issues they present range from "How do I reset my password?" to "I can't get a certain functionality to work" to "I think there is a bug."
A smaller percentage of clients run customized solutions, and may call with substantially more complex issues related to the Microsoft frameworks or our internal core technologies. TranSenda solutions are entirely Windows and web-based, utilizing .NET technology with MS SQL Server as the back end, and the products are based on SharePoint and SharePoint Server.
Issues from internal users will be even more diverse and involve a wider variety of applications. They may involve our hosted environment or desktops, and range from simple to complex.
We expect you will respond to several requests a day, equally divided between phone and email. For the most part the issues can't be wrapped up in a five-minute call, and you often will do research and attempt to reproduce the situation. Our Office Smart line is slated to release in September, so we expect volume to increase at that time.
We offer 24x7 support, and we are committed to responding within one hour to priority one issues (such as a system going down). You will be first on the call tree, although these calls are not frequent.
Keys to Success
To excel in this role you will be personable and intelligent, knowing not only how to interact effectively with customers, but also how to find the source of a problem and figure out a solution. As a smaller company we'll look to you to achieve your goals independently, but we also place a high value on teamwork; when something comes up, it's "all hands on deck." In addition, to excel in this role you will assimilate new technologies quickly, keep an eye out for opportunities to improve products and processes, maintain an upbeat, positive attitude, and have fun along the way!
If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!
Who We Are
TranSenda is committed to transforming the clinical trial environment by delivering solutions that address the underserved need to improve the "business-process" side of clinical trial operations. To accomplish this, we took our inherently versatile business process management technology and evolved it into a modular clinical trial process platform that supports a next generation CTMS. TranSenda's Clinical Trial Manager was designed by experienced clinical trial professionals to support a collaborative clinical environment that is as conducive to the operational needs of conducting a clinical study as possible. Built with Microsoft's .NET technology and open standards, TranSenda's web-enabled solutions use portals to help centralized activities, information and communication among all study sites and teams.
Since 1998, TranSenda has been collaborating with customers to create effective business process solutions -- starting with an electronic tax filing system for our first customer, Microsoft. In 2001, TranSenda developed its first healthcare solution. By 2003, TranSenda could count Cardinal Health among its customers. Since 2004, TranSenda has been committed exclusively to providing innovative solutions to life sciences organizations.
Today, with our innovative Office-Smart clinical trial software, TranSenda's customers can leverage Microsoft's powerful Office System to create a more people-friendly environment that unifies study software with the practical business-side of Office productivity tools. Supported by our patent-pending ClinBUS data interchange technology, TranSenda's Office-Smart solutions can interoperate with existing clinical applications like EDC -- creating an unprecedented study environment in which both clinical research software and business-process software can work in concert to improve overall study efficiency.
TranSenda is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
