As a Senior Member Technical Staff 1, you will provide Product support and guidance to customers working with the Model N Revenue Management suite, and related custom solutions, post-implementation. This includes diagnosis of issues, providing workarounds, identifying bugs, hotfixes, and testing them.  The technology in use at Model N is servlet-based Java, running on AWS, using an Oracle database. We have a full-featured persistence framework based on XML specifications and implemented in Java. We also have a full-featured application component system, also based on XML specifications, and implemented in Java. We make extensive use of Java, XML, SQL, and JavaScript. Job ResponsibilitiesWork closely with fellow support team members in India and United States to provide excellent customer support across multiple Model N customersWork directly with staff in product development, and product management who may be involved in specific cases reported by customers. Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.Provide feedback internally on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.Adhere to agreed response time and resolution time SLAs.Update case records in the online support case tracking tool in a timely fashion with appropriate detailThe document, develop and review content for knowledgebase.Help test problem resolutions and defect fixes.Job QualificationsOverall 4+ years of IT experience providing Product support for packaged enterprise-level software to large corporate clients (preferably Global 2000)Experience in Java development, Multithreading, and Collections.Strong SQL skills including hands-on experience with Oracle and/or SQL server.Experience with web-based technologies – HTML, XML, CSS, jQuery, JavaScriptExperience with UNIX, Linux, Windows and MS Office ToolsAbility to grasp new concepts quickly, and excellent problem-solving skillsStrong debugging, Coding skillsAbility to multi-task and work on multiple critical and high cases/tickets at the same timeAbility to work in shifts as needed to resolve any urgent customer issuesGood written and spoken English skillsExcellent interpersonal skillsAbility to troubleshoot overall performance issues involving database, application, and reporting servers is a plusBE/BTech or ME/MTech About Model N  Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech and high-tech innovators. For the last 25 years, our intelligent platform has powered digital transformation for pharmaceutical, medtech, and high-tech companies with integrated technology, data, analytics, and expert services that deliver deep insight and control. Our integrated cloud solution is proven to automate pricing, incentive and contract decisions to scale business profitably and grow revenue. Model N is trusted across more than 120 countries by the world’s leading companies, including Johnson & Johnson, AstraZeneca, Stryker, Seagate Technology, Broadcom, and Microchip Technology. For more information, visit