Techno-Functional Support Specialists

Job Description

Job Title: Techno/Functional Support Specialist (Tier 2)

Experience: 4–6 Years

Job Type: Technical/Functional Support

Job Summary

The Techno/Functional Support Specialist (Tier 2) is responsible for providing application and configuration support for Pharmacovigilance (PV)/Safety applications. The role involves supporting Vitrana’s customer deployments (on-premises and cloud), resolving incidents within SLA timelines, monitoring SaaS environments, and collaborating with engineering teams to ensure reliable application performance.

Key Responsibilities
Provide application and configuration support for Vitrana safety applications.
Support customer deployments across on-premises and cloud environments.
Monitor customer-facing SaaS applications and infrastructure.
Respond to, document, troubleshoot, and resolve service tickets within SLA.
Analyze, identify, and remediate technical issues in customer environments.
Deliver customer support via phone, email, and service desk tools.
Perform user administration and application configuration tasks.
Troubleshoot software and system-related issues.
Work closely with engineering teams for faster issue resolution and product improvements.
Follow ticket management processes and maintain accurate documentation.
Required Skills
4–6 years of Technical/Functional Support experience.
Hands-on experience with Oracle Argus Safety or other Pharmacovigilance/Safety applications.
Strong SQL knowledge with the ability to write and troubleshoot queries.
Basic to intermediate knowledge of Linux operating systems.
Experience with ticketing systems and SLA-based support.
Excellent verbal and written communication skills.
Strong analytical and troubleshooting abilities.
Customer-focused approach with attention to detail and process adherence.
Preferred Qualification
Bachelor’s degree in Computer Science, Engineering, or an equivalent discipline.
Preferred Experience
Experience supporting cloud-based SaaS applications.
Knowledge of Pharmacovigilance workflows and life sciences domain.
Experience working in rotational shifts.
Familiarity with application monitoring and incident management.
Soft Skills
Excellent customer service orientation.
Strong problem-solving and analytical skills.
Effective communication and collaboration.
Ability to prioritize tasks and work under SLA commitments.
Attention to detail and ownership of assigned issues.
Work Environment
Rotational shift support.
Customer-facing technical support role.
Collaboration with global customers and engineering teams.
How to Apply

Interested candidates can send their updated resume (Word format) to careers@vitrana.com, mentioning the appropriate Job Code in the subject line.