Customer Support Engineer (Technical Support- SQL, Oracle)

As a member of the Model N Support team, the Customer Support Engineer is responsible for managing assigned support tickets while continuously building technical, business, and product expertise.

This role involves owning the ticket lifecycle, setting and meeting customer expectations, and providing clear, timely updates. The engineer actively participates in customer interactions, communicates progress effectively, and handles sensitive situations with guidance from senior team members.

Key Responsibilities

Technical & Professional Development

Continuously enhance business, product, and technical knowledge

Develop deep expertise in one or more functional or technical areas

Contribute to knowledge repositories and documentation

Ticket Management & Problem Solving

Analyse, troubleshoot, and resolve customer issues effectively

Provide frequent, clear updates and next steps to customers

Set and manage customer expectations throughout the ticket lifecycle

Participate in customer meetings and discussions

Communicate professionally, including handling sensitive issues with guidance

Collaborate with team members and support team decisions

Escalate issues appropriately when customer relationships are at risk

Technical Skills & Requirements

Core Technical Competencies

Troubleshooting and debugging skills (including log analysis)

Understanding of Model N application configurations and behaviour

Strong SQL skills (joins, subqueries, views, inline queries)

Familiarity with data dictionary and application architecture

Knowledge of reporting tools (e.g., Cognos, Looker)

Understanding of enterprise SaaS environments

Tools & Technologies

Experience with tools such as

JSM, Oracle, SQL Developer

SharePoint, Excel

Ability to extract diagnostics (heap dumps, thread dumps, etc.)

Soft Skills & Competencies

Strong analytical and problem-solving skills

Effective written and verbal communication

Ability to work independently with minimal supervision

Customer-centric mindset

Adaptability and continuous learning attitude

Qualifications

Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field (or equivalent experience)

2+ years of experience supporting enterprise-level software in a customer-facing environment

Experience in SaaS-based applications preferred

Success Factors

Consistently meets SLAs and commitments

Builds customer trust through effective communication

Demonstrates growth in technical and product expertise

Contributes to team knowledge and process improvements

How We Work

Our DARE core values - DREAM, ALIGN, RESPECT, and EXCEL - shape how we work together.

We solve practical problems that matter to our customers and teams.

We work across functions and value clear, respectful communication.

We recognize good work and support growth over time.

We are curious about better ways to work, including thoughtful use of AI and modern tools.

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.

Compensation, Benefits, and Inclusion

At Model N, your well-being and growth matter. We offer a competitive total rewards package designed to support employees personally and professionally.

Benefits and compensation for this position will be provided in accordance with Model N’s India programs and applicable local requirements.

Bring Your N Factor

We are not just looking for a checklist of skills. We are looking for people who bring ideas, curiosity, and a point of view.

If this role sounds interesting and you can see yourself adding value, we would love to hear from you.

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 may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.