Technical Support Engineer - Python

📍 Job Overview

• Job Title: Technical Support Engineer - Python
• Company: ArisGlobal
• Location: Bangalore, Karnātaka, India
• Job Type: On-site
• Category: Technical Support Engineer
• Date Posted: 2025-06-12
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Provide technical support and application functionality support for ArisGlobal Life Sphere applications. Collaborate with cross-functional teams to ensure service delivery standards and best practices. Monitor service performance and implement corrective actions.
• Key Skills: Python, SQL, PL/SQL, IT Service Management, Analytical Skills, Problem-Solving, Decision-Making, Leadership Skills, Interpersonal Skills, Communication Skills, Presentation Skills, Ticketing Tools, Customer Service, Service Delivery, Continuous Improvement, Pharmacovigilance.

📝 Enhancement Note: This role requires a strong focus on customer-centricity and driving support excellence, making it an excellent fit for candidates with a background in customer service or support roles.

💻 Primary Responsibilities

• Provide Technical Support: Deliver excellent customer experience by taking ownership of customer tickets and providing application functionality support.
• Collaborate with Cross-Functional Teams: Work with various teams to establish service delivery standards and best practices, ensuring alignment with business objectives.
• Monitor Service Performance: Analyze service performance using industry-leading methodologies and implement corrective actions to improve service quality.
• Lead Service Improvement Initiatives: Drive service improvement projects using continuous improvement methodologies and frameworks.
• Oversee Incident and Problem Management: Ensure timely resolution of incidents and problems, minimizing impact on operations.
• Foster Customer-Centricity: Promote a high level of customer service and engagement within the organization.

📝 Enhancement Note: This role requires a proactive approach to problem-solving and a strong commitment to customer satisfaction. Candidates should be comfortable working in a 24x7 shift-based support team.

🎓 Skills & Qualifications

Education: Bachelor's degree in computer science, Information Technology, or a related field.

Experience: 2-6 years of experience in Technical Support/Application Support and IT service management, preferably in a global organization.

Required Skills:

• Python (Mandatory)
• SQL or PL/SQL
• IT Service Management frameworks (ITIL)
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and presentation skills, both written and verbal
• Working knowledge of ticketing tools like Jira, ZenDesk, ServiceNow

Preferred Skills:

• Good understanding of Pharmacovigilance
• Experience with case processing life cycle from case creation to distribution
• Working knowledge of enterprise products or similar experience

📝 Enhancement Note: While not explicitly stated, familiarity with the pharmaceutical industry and its regulations would be beneficial for this role. Candidates with experience in pharmacovigilance or drug safety software may have an added advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate strong problem-solving skills and customer support experience through past projects or case studies.
• Highlight any experience with ticketing tools and customer service level agreements (SLAs).
• Showcase your ability to work in a team and collaborate with cross-functional teams to deliver excellent customer service.

Technical Documentation:

• Provide examples of your SQL or PL/SQL skills, demonstrating your ability to fetch case data and write update statements based on customer requirements.
• Include any documentation or reports showcasing your experience with incident and problem management processes.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 1,200,000 per annum (Estimated based on market research for a Technical Support Engineer with 2-5 years of experience in Bangalore, India)

Benefits:

• Competitive salary package
• Performance-based bonuses and incentives
• Opportunities for professional growth and development
• Comprehensive health insurance and retirement plans
• Generous leave policies and work-life balance

Working Hours: 40 hours per week, with the possibility of working in a 24x7 shift-based support team.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Bangalore, India. Actual salary may vary depending on the candidate's experience and negotiation skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Life Science and Healthcare Software

Company Size: Medium to Large (Global presence with multiple locations worldwide)

Founded: 1989 (Over 35 years of experience in the industry)

Team Structure:

• Global teams working collaboratively across multiple time zones
• Cross-functional teams consisting of technical support engineers, software developers, QA engineers, and product managers
• Flat organizational structure with a strong focus on customer-centricity and innovation

Development Methodology:

• Agile/Scrum methodologies for software development and project management
• Continuous improvement and innovation driven by customer feedback and market trends
• Strong emphasis on quality assurance and testing to ensure reliable and secure software products

Company Website: https://www.arisglobal.com/

📝 Enhancement Note: ArisGlobal's global presence and experience in the life science industry provide a unique opportunity for candidates to work on cutting-edge software solutions and collaborate with diverse teams.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Technical Support Engineer with opportunities for growth into senior roles, team leadership, or specialized technical positions.

Reporting Structure: Reports directly to the Service Delivery Manager, with opportunities to collaborate with various teams, including software development, QA, and product management.

Technical Impact: Directly impacts the customer experience and satisfaction with ArisGlobal's software products. Responsible for ensuring high service quality and driving continuous improvement initiatives.

Growth Opportunities:

• Develop expertise in ArisGlobal's software products and become a subject matter expert (SME) in specific areas.
• Transition into a senior technical support role, focusing on mentoring junior team members and driving service improvement projects.
• Explore opportunities in software development, quality assurance, or product management, leveraging your technical support experience and industry knowledge.

📝 Enhancement Note: ArisGlobal's global presence and diverse product portfolio offer numerous growth opportunities for candidates looking to advance their careers in the life science software industry.

🌐 Work Environment

Office Type: Modern, collaborative office spaces with state-of-the-art technology and amenities to support productivity and employee well-being.

Office Location(s): Bangalore, Mysore, and other global locations, with opportunities for remote work in certain roles.

Workspace Context:

• Ergonomic workstations with multiple monitors and testing devices available
• Access to various collaboration tools and communication platforms for seamless team interaction
• Regular team-building activities and events to foster a positive and inclusive work environment

Work Schedule: Flexible work hours with opportunities for remote work and work-from-home arrangements, depending on the role and team requirements.

📝 Enhancement Note: ArisGlobal's commitment to employee well-being and work-life balance creates an ideal work environment for candidates seeking a supportive and collaborative professional setting.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess your communication skills, technical background, and cultural fit.
2. Technical Assessment: A hands-on test or case study to evaluate your problem-solving skills, SQL/PL-SQL proficiency, and understanding of ticketing tools.
3. Behavioral Interview: A structured interview focusing on your customer service experience, teamwork, and adaptability to a 24x7 shift-based support team.
4. Final Interview: A meeting with the hiring manager or a senior team member to discuss your career aspirations, expectations, and fit within the team.

Portfolio Review Tips:

• Highlight your experience with ticketing tools and customer service level agreements (SLAs).
• Showcase your problem-solving skills and ability to work collaboratively with cross-functional teams.
• Demonstrate your understanding of the pharmaceutical industry and ArisGlobal's software products, if applicable.

Technical Challenge Preparation:

• Brush up on your SQL/PL-SQL skills, focusing on data manipulation, case data fetching, and update statement writing.
• Familiarize yourself with ArisGlobal's software products and the ticketing tools mentioned in the job description.
• Prepare for behavioral interview questions focusing on customer service, teamwork, and adaptability to a 24x7 shift-based support team.

ATS Keywords: Python, SQL, PL/SQL, IT Service Management, Customer Support, Technical Support, Ticketing Tools, Jira, ZenDesk, ServiceNow, Pharmacovigilance, Life Science Software, Agile, Scrum, Continuous Improvement, Customer-Centricity, Global Teams, Cross-Functional Teams.

📝 Enhancement Note: Tailor your resume and application materials to highlight the relevant skills and experiences mentioned in the ATS keywords list, ensuring a strong match with the job requirements.

📌 Application Steps

To apply for this Technical Support Engineer - Python position:

1. Submit your application through the ArisGlobal careers portal.
2. Customize your resume and portfolio to emphasize your problem-solving skills, customer support experience, and familiarity with ticketing tools.
3. Prepare for the interview process by brushing up on your technical skills, researching ArisGlobal's software products, and practicing your communication and presentation skills.
4. Research ArisGlobal's company culture, mission, and values to ensure a strong fit and demonstrate your enthusiasm for the role during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with ArisGlobal before making application decisions.