Technical Support Engineer-Thermal and Environmental Monitoring System (EMS) Engineer e
AagatiServe
Role Overview We are seeking a Technical Support Engineer to provide expert support for our industry-leading validation and environmental monitoring systems. This role is critical in assisting pharmaceutical and biotech customers with installation, validation, calibration, and troubleshooting of Kaye products, ensuring compliance with global regulatory standards. This role requires a strong blend of software, hardware, and IT infrastructure expertise, along with the ability to perform structured root cause analysis (RCA) and support mission-critical customer operations across multiple geographies. Key Responsibilities · Deliver 24/7 technical support to global customers across US, Europe, India, China, and APAC for Kaye validation and environmental monitoring systems. (Validator AVS, ValProbe RT, Data loggers, sensors, data acquisition systems, handheld systems and software) · Assist customers with system installation, configuration, and calibration activities. · Support validation processes including IQ/OQ/PQ and temperature mapping studies. · Troubleshoot hardware (data loggers, sensors, data acquisition systems, handheld systems) and software (desktop, web, and cloud-based applications) issues remotely and on-site when required. · Perform end-to-end Root Cause Analysis (RCA) prior to escalation to engineering teams. · Diagnose and resolve issues related to: Active Directory, user permissions, and system access. Windows/Linux servers and customer IT environments. SQL databases and data integrity issues. · Collaborate with cross-functional teams (Engineering, QA, Product) for complex issue resolution. · Maintain detailed technical documentation, RCA reports, SOPs and knowledge base articles. · Provide guidance on regulatory compliance (GMP, GxP, 21 CFR Part 11). · Collaborate with global engineering, service, and sales teams to resolve complex issues.
Vacancy posted 24 days ago
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