Techno-Functional Support Specialists

Job Description

Techno/Functional Support Specialist (Tier 2)
Company

Vitrana

Position

Techno/Functional Support Specialist (Tier 2)

Experience Required

4 – 6 Years

Employment Type

Technical / Functional Application Support

Role Overview

Vitrana is seeking experienced Techno/Functional Support Specialists (Tier 2) with hands-on expertise in supporting Pharmacovigilance (PV) and Drug Safety applications. The selected candidate will be responsible for supporting one or more Vitrana applications, ensuring smooth operation for global customers, resolving incidents within SLA timelines, and delivering exceptional customer service.

Key Responsibilities
Application Support
Provide technical and functional support for Vitrana applications deployed on-premises and in cloud environments.
Assist global customers in managing and maintaining their Pharmacovigilance and Safety application deployments.
Perform application configuration and user administration activities.
Monitoring & Operations
Monitor customer-facing SaaS applications and cloud-based components.
Identify, analyze, and resolve issues affecting application availability and performance.
Ensure adherence to service-level agreements (SLAs).
Incident & Ticket Management
Respond to, document, track, and resolve service tickets in a timely manner.
Utilize ticketing systems and support processes to provide high-quality customer service.
Troubleshoot software and environment-related issues and coordinate with engineering teams when required.
Customer Support
Deliver exceptional customer service through phone, email, and service desk platforms.
Communicate effectively with customers regarding issue status, resolutions, and escalations.
Maintain strong client relationships through professional and responsive support.
Collaboration
Work closely with product engineering and development teams to resolve complex issues.
Support continuous improvement initiatives and contribute to operational excellence.
Required Skills & Qualifications
Technical Skills
4–6 years of experience in Technical or Functional Application Support.
Hands-on experience with:
Oracle Argus Safety
Other Pharmacovigilance (PV) / Drug Safety Applications
Strong SQL knowledge with the ability to write and troubleshoot database queries.
Basic to intermediate knowledge of Linux operating systems.
Experience troubleshooting application, configuration, and environment-related issues.
Support & Operations
Experience working in rotational shifts.
Familiarity with ticketing systems, incident management, and time-tracking processes.
Strong understanding of SaaS application support and monitoring.
Communication Skills
Excellent verbal and written communication skills.
Strong customer-facing and stakeholder management abilities.
Ability to work effectively in global support environments.
Professional Attributes
Customer-centric mindset with a commitment to service excellence.
Strong attention to detail and problem-solving abilities.
Ability to follow established workflows, processes, and best practices.
Self-motivated and capable of managing multiple priorities.
Preferred Qualification
Bachelor’s Degree in:
Computer Science
Engineering
Information Technology
Or an equivalent technical discipline
Preferred Domain Experience
Pharmacovigilance (PV)
Drug Safety
Life Sciences
Healthcare Technology
How to Apply

Interested candidates can send their updated Word-format resume to:

📧 careers@vitrana.com