Description
About Norstella
Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.
Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:
- Accelerate the drug development cycle
- Assess competition and bring the right drugs to market
- Make data driven commercial and financial decisions
- Match and recruit patients for clinical trials
- Identify and address barriers to therapies
Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.
The Role
As part of the Technical Support Team, you will be required to work closely with Cloud Operations, Product Management, and Development to provide product knowledge, configuration assistance, and second level technical support to Norstella's client base.
As a Tier II Engineer and the first escalated contact for client requests, you support the Norstella SaaS platforms as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team. This role is frontend user support with the opportunity to learn backend systems.
Responsibilities
- Provide tier two technical support for Norstella SaaS platforms and related integrations
- Triage technical issues, resolve problems independently and escalate when appropriate.
- Taking ownership of client technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
- Enhancing internal and external knowledge-based solutions with effective articles
- Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals
- Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical requests
- Identify and escalate issues through our SWARM process
- Document actions in tickets to effectively communicate information internally and to clients
Qualifications
- 5+ years of experience in supporting SaaS solutions for international customers
- BS Degree or equivalent skill experience
- Excellent communication skills and the ability to work in a fast-paced, team environment
- Experience in a cloud (SaaS) environment
- Very customer-oriented and friendly - drive to achieve a satisfied client, not just a technical resolution
- Self-starter, able to learn new technologies on the fly
- Collaborative team player
- Ability to prioritize, manage time effectively and multitask
Qualifications (Preferred)
- SQL scripting experience
- Automation (Terraform) and/or JavaScript scripting experience
- Base understanding and experience with AWS and/or Azure
- Experience with object-oriented programming languages (i.e. Java, C#)
Benefits
- Health Insurance
- Provident Fund
- Reimbursement of Certification Expenses
- Gratuity
- 24x7 Health Desk
Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.
All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: [Confidential Information]. 
