Invaryant

Support Engineer

• Address complex customer inquiries and issues related to product functionality, performance, and integration, going beyond basic troubleshooting to provide in-depth assistance.
• Investigate, diagnose, and resolve intricate technical problems with the product, utilizing advanced troubleshooting techniques, logs, and debugging tools to identify root causes.
• Take ownership of customer issues, manage the resolution process from initial contact to final solution, and ensure timely communication and follow-up.
• Work closely with senior team members and the engineering team to analyze recurring or critical problems, providing detailed information and context to facilitate effective solutions and prevent future occurrences.
• Provide feedback to product and development teams regarding customer pain points, feature requests, and usability issues, and suggest product modifications or workarounds.
• Advocate for product enhancements, bug fixes, and documentation updates to improve the overall customer experience.
• Respond to a wide range of customer questions providing clear, concise, and accurate information about product features, functionality, and best practices.
• Identify, troubleshoot, and resolve software malfunctions, system errors, and configuration problems, escalating issues to development teams when necessary.
• Recognize and prioritize critical customer problems that require immediate attention, and escalate them to appropriate internal teams while maintaining clear communication with the customer.
• Create and update comprehensive technical documentation, knowledge base articles, FAQs, and troubleshooting guides to empower customers to self-solve common issues and reduce support inquiries.

Junior Product Support Engineer

Account Manager

• Portfolio Management: Oversee large portfolios of high-value medical device and pharmaceutical technologies, ensuring client satisfaction and project success.
• Risk Evaluation & Mitigation Strategy (REMS): Provide REMS expertise both internally to Invaryant and externally to clients including assessing program needs, designing custom programs, and negotiating with the FDA.
• Shared Safety Program Management: Assist in the development and management of the operational infrastructure for shared REMS programs between clients, partners, and internal stakeholders, ensuring compliance and smooth product commercialization.
• REMS Compliance: Partner with leadership to evaluate and improve processes for operational excellence, maintain compliance with regulations, and implement innovative technologies.
• Market Research & Analytics: Conduct in-depth primary and secondary research to provide data-driven insights that refine and shape go-to-market strategies for clients.

Cloud Engineer

• Provision, configure, and maintain Azure resources, ensuring they meet the organization's needs and comply with best practices.
• Configure and manage Azure security services to protect the organization's data and applications, and implement security best practices.
• Track resource usage, performance metrics, and costs, and implement strategies to optimize resource allocation, improve efficiency, and reduce unnecessary expenses.
• Develop and maintain scripts and automation workflows using tools like PowerShell and Azure CLI to streamline routine tasks and improve operational efficiency.
• Design and implement backup and disaster recovery plans to ensure data is protected and systems can be recovered quickly in case of an outage or data loss.
• Diagnose and resolve problems that occur during the deployment of Azure resources and applications, working with development teams to identify and address the root causes of issues.
• Configure and customize various Azure services to meet specific application requirements and optimize performance.
• Manage user identities, access control, and permissions using Azure Entra and troubleshoot issues related to user authentication and authorization.
• Proactively monitor the health and performance of the Azure environment, identify potential issues, and take corrective actions to maintain system stability and uptime.
• Maintain up-to-date knowledge of Azure services to ensure the Azure environment is both secure and cost-effective.

Azure Administrator

Technical Account Manager

• Drive technical success and strategic adoption of software platform
• Provide expertise throughout customer lifecycle from onboarding to ongoing consultation
• Maintain customer portfolio ensuring research and operational objectives are met