Senior Customer Support Engineer (Mumbai, IN)



Office Location:Mumbai, IN

Experience Level:5-8 years

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If you share a true passion for technology, enjoy working together in developing solutions, sharing ideas and exchanging knowledge, we want to talk to you. 

The APAC region, and India in particular, represents a major growth opportunity for Sparta due to the large concentration of life sciences companies in or near Mumbai.  Sparta Systems is the Leader in Enterprise Quality Management Solutions (EQMS), and we invite you to come grow with us!
As a Senior Customer Support Engineer (CSE), you will help our customers by delivering remarkable customer support experiences across many channels – voice, email and the web. Our global web based enterprise software platform allows our clients to successfully manage various quality aspects of their daily business operations. This opportunity is both exciting and challenging! The right candidate will have the opportunity to use their current technical skills while giving them the chance to increase their skillset into areas you may not have expected. Our product suite provides the customer with the ability to use mobile applications, cloud-based products, and on-premise installations. The Senior CSE will work with the Global Support Team Lead to bring/maintain customer satisfaction.
Required Skills:
  • Interact with customers to help troubleshoot and resolve complex product problems or issues.
  • Diagnose and resolve customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
  • Track and document inbound support requests and ensure proper notation of customer problems or issues.
  • Document problems and solutions to train lower-level support on how to properly address customer or product problems.
  • Maintains log of product issues and conveys customer feedback to product development staff.
  • Communicate with product development department to improve on current design or to identify possible problems with design.
  • Stay abreast of current technology in products, design changes, and new products offered.
  • May travel to client site in order to resolve complex customer and product issues.
  • 4 to 7 years in a support, development or consultancy environment, of which at least 3 years’ experience developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products. 
  • Strong customer focus and working knowledge of relational database management software including Oracle and MS SQL, specifically SQL querying and navigating complex structures.
  • A minimum of 1+ years of Salesforce support and/or experience, with a strong customer focus, and working knowledge of relational databases, including Oracle and MS SQL.
  • Experience with other tracking software systems, document management systems or other quality management software applications is preferred.
  • Excellent communication skills (written and verbal) allowing for the ability to interact with a diverse group of customers, developers, testers, administrators, and project teams.
  • Strong investigation skills including problem solving techniques such as java code debugging.
  • Bachelor’s degree in Business, Computer Science, Information Systems or related major, or comparable education and work experience.
Preferred Skills:
  • Exposure to various different supporting software tools to aid in performance monitoring and error detection.
  • Experience working and configuring application servers, such as Apache Tomcat and JBOSS.
  • Cloud Support Experience in a fast paced, high demand environment.
  • Salesforce Certification and/or SFDC Platform knowledge.
  • Ability to travel as needed to assist our Global client base
  • To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required.
  • Ability to cover multiple shifts including Asia Pacific, EU, US East and West Coast time’s zones. 
Sparta Systems Offers:
  • Competitive salaries and benefits package
  • Employee engagement programs such as Sparta Gives Back, Wellness, Spirit Committee, etc.
  • An opportunity to work for the world's premier provider of cloud and on-premise quality management software
About the Company:

Sparta Systems is the leading provider of Enterprise Quality Management Software (EQMS) solutions that drive and enhance quality and compliance for leading pharmaceutical, medical device, CPG and other companies globally. With over $100M+ revenue, the company has a demonstrated track record of long and sustained growth.

Founded in 1994, Sparta has operated for over 20 years as the pioneer, innovator and thought leader within the EQMS space, with its flagship TrackWise and TrackWise Digital solutions serving as the clear industry “gold standard”. The company has global operations, serving a diverse and loyal customer base of over 400 companies across the pharma, medical device, consumer and manufacturing sectors in the US, Europe and Asia, including 44 of the top 50 pharmaceutical companies in the world and 13 of the top 15 global medical device companies. Sparta Systems offers its customers a complete solution for global quality management needs, including the onsite support required throughout the project lifecycle.

Sparta is currently partnered with New Mountain Capital (“NMC”), a leading growth-oriented investment firm. NMC is interested in continuing to drive the company’s existing organic and inorganic growth opportunities within both existing and adjacent markets. 

Life is short… Work somewhere outstanding… Sparta Systems!

Sparta Systems in an Equal Opportunity Employer with our Headquarters located in Hamilton, NJ, USA


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