Job Title: Software Configuration Engineer III (Tier III Support)
Key Skills: Tier III / L3 Support, Software Configuration, Root Cause Analysis (RCA), Application Support, SQL, Jira / Azure DevOps, SaaS Support, Troubleshooting, Defect Analysis, Software Testing, Agile, Java / Python / JavaScript, Technical Documentation, Incident Management & Stakeholder Collaboration.
Experience: 5 Years’ experience
Location: Indianapolis, Indiana (Onsite)
Coforge is seeking Software Configuration Engineers with expertise in Tier III Support, Software Configuration, SQL, Root Cause Analysis, and SaaS/Enterprise Applications.
Key Responsibilities:
- Provide Tier III technical support for a proprietary clinical trial platform within a global 24x5 support model.
- Investigate and resolve complex production issues escalated from Tier II support teams.
- Perform root cause analysis across application configurations, platform functionality, and software components.
- Act as a Subject Matter Expert (SME) for application configuration and platform behavior.
- Collaborate with Product Managers and Software Engineers to identify, document, and resolve software defects.
- Analyze application code and configuration settings to understand system behavior and troubleshoot issues.
- Recommend and implement improvements to enhance platform stability and reduce recurring support incidents.
- Identify trends in support cases and proactively drive preventive solutions.
- Participate in testing, validation, and verification of software fixes before production releases.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Contribute to operational best practices and continuous improvement initiatives.
- Participate in an on-call rotation to provide Tier III support coverage as needed.
- Work closely with global teams in a distributed environment to ensure timely issue resolution and service continuity.
- Support product quality initiatives and help reduce future support demand through proactive analysis and optimization.
- Develop expertise in the platform while gaining exposure to software engineering and product development activities.
Required Skills & Experience
- Tier III Application Support experience
- Software Configuration & Troubleshooting
- Root Cause Analysis & Debugging
- SQL & Relational Databases
- Jira or Azure DevOps
- Defect Investigation & Resolution
- SaaS / Enterprise Application Support
- Code Reading (Java, C#, JavaScript, Python, or TypeScript)
- Agile Methodologies
- Strong Communication & Problem-Solving Skills
- Experience in Life Sciences/Clinical Research (Preferred)