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• Salesforce Administration certification.
• SaaS application support experience in enterprise global environments.
• API integrations and middleware platform exposure.
• Ticket and knowledge management system experience.
• Process improvement and operational efficiency leadership.
Success Factors
• Owns issues end-to-end; drives resolution with business context awareness.
• Customer-first mindset; builds lasting relationships.
• Continuously expands technical and pharma/life sciences business knowledge.
• Collaborates effectively across global teams; mentors colleagues.
• Proactively improves processes and drives operational excellence.
• Communicates professionally in technical and business contexts.
How We Work
Our DARE core values - DREAM, ALIGN, RESPECT, and EXCEL - shape how we work together.
We do not expect every person to be perfect in every area. We look for strong fundamentals, curiosity, ownership, and the ability to keep growing.
About Model N
Model N is transforming how Life Sciences companies manage revenue, commercialization, and compliance.
For more than 25 years, Model N has been the leader in end-to-end commercialization, revenue optimization, and compliance for pharmaceutical and medical technology companies.
Our intelligent, cloud-based platform combines technology, data, analytics, AI, and industry expertise to help leading Life Sciences organizations optimize revenue, navigate complex regulations, improve decision-making, and bring life-changing products to market faster.
Today, 150+ leading companies across the globe trust Model N to optimize growth and transform critical commercial processes. Our solutions manage approximately $1.3 trillion in gross revenue, helping customers reduce complexity, strengthen compliance, and unlock new opportunities for growth.
At Model N, we are building the next generation of Life Sciences revenue management—where technology, data, AI, and human expertise come together to create meaningful business impact.
Join us to build technology that powers innovation in Life Sciences and makes a difference at global scale.
For more information, visit www.modeln.com.
We are seeking a highly motivated and customer-focused Senior Technical Support Engineer to provide advanced technical support on Model N Salesforce-based Global Products for our SaaS and RMS (Revenue Management Services) customers. The ideal candidate will possess strong Salesforce platform knowledge, excellent troubleshooting skills, and the ability to communicate effectively with global customers and cross-functional teams. This role requires a proactive individual who can quickly learn new things, investigate complex issues, and drive resolutions that ensure customer success.
• Provide advanced technical support to Salesforce-based applications and related integration; diagnose and resolve complex business, configuration, data, and platform issues.
• Serve as primary technical point of contact for assigned customers. Build trusted relationships; understand customer organizational structure and business priorities.
• Mentor junior support engineers through feedback, code review, and knowledge-transfer sessions.
• Conduct root cause analyses on complex issues. Review team members' RCAs; validate investigation depth and remediation approaches.
• Organize and lead customer calls, assist with QBRs, and escalation management.
• Investigate drivers for customer dissatisfaction; implement improvements. Meet response and resolution time targets.
• Create and maintain technical documentation: troubleshooting guides, RCA articles, implementation best practices, knowledge base content.
• Drive process improvement initiatives. Identify gaps, propose solutions, and drive adoption.
• Collaborate with Product Development, CloudOps, Professional Services, and Customer Success to resolve complex issues.
• Lead product upgrades, testing, release validation, and post-deployment support.
• Assist customers with configuration, user management, permissions, workflows, and platform best practices.
Hybrid (office & home)
Full time
Hyderabad India
Applications for this job are handled on the company's own website.
এই চাকরির জন্য বিজ্ঞাপনদাতা ব্যক্তি/প্রতিষ্ঠান আপনার কাছ থেকে কোন অর্থ চাইলে কিংবা নিয়োগ প্রক্রিয়া চলাকালীন কোন প্রকার হয়রানিমূলক (শারীরিক/মানসিক) আচরণ করলে অতিসত্বর আমাদেরকে জানান অথবা জবটি রিপোর্ট করুন। চাকরি পাওয়ার জন্য কোন ব্যক্তি/প্রতিষ্ঠানকে অর্থ প্রদান করবেন না। চাকরিকালীন কোন প্রকার হয়রানির (শারীরিক/মানসিক) সম্ভাবনা থাকলে সেখানে জয়েন করবেন না। কোন প্রকার অর্থ লেনদেন বা নিয়োগদাতা কর্তৃক হয়রানির দায়িত্ব Chakrie বহন করবে না।
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