Vimachem - IIoT Pharma 4.0 AI Platform

Senior MES Implementation, Support Engineer

Vimachem - IIoT Pharma 4.0 AI Platform

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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Job Level

Senior

Tech Stack

ERPLinux

About the role

  • Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries.
  • Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis.
  • Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships.
  • Work side by side with customers to support and implement the Vimachem Pharma 4.0 EBR module, from configuration through go-live and hypercare.
  • Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments.
  • Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness.
  • Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements.
  • Investigate and diagnose system behavior using logs, database queries, and integration traces.
  • Support API/web-service–based integrations with ERP, equipment systems, historians, or other enterprise platforms.
  • Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach.
  • Contribute to internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation assets.
  • Support the pre-Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements.
  • Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise.
  • Act as an internal advocate for innovation by exploring and applying AI-powered tools to improve efficiency, scalability, and customer experience across Support services.

Requirements

  • Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related field.
  • Minimum 5 years of experience supporting and/or implementing enterprise software systems.
  • Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
  • Strong knowledge of Windows operating systems; Linux knowledge is a plus.
  • Experience working with ticketing systems (e.g. Zendesk, Jira Service Management).
  • Familiarity with Atlassian tools (Jira, Confluence).
  • Demonstrated ability to prioritize effectively and remain flexible in a customer-driven environment.
  • Excellent verbal and written communication skills, with high standards for documentation.
  • Highly motivated, self-directed individual with a “can-do” and “will-figure-it-out” mindset.
Benefits
  • Performance-based bonus.
  • Employee Stock Option Plan (ESOP).
  • Health & Life insurance.
  • Meal vouchers.
  • Transportation and commuting support.
  • Flexible working hours.
  • Extra paid leave days (e.g., birthday leave, company celebration days off).
  • Modern work environment with an open culture towards improvements and new ideas, supported by modern tools and equipment to do your job properly.
  • A buddy system during onboarding and on-the-job learning with senior experts.
  • Personal training budget.
  • Participation in conferences, seminars, or industry events.
  • Team-building activities, wellbeing initiatives, and company events.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingapplication supportdatabase queriessystem analysisAPI integrationsenterprise software implementationconfiguration managementprocess documentationuser testingproblem-solving
Soft Skills
analytical skillscommunication skillscustomer relationship buildingflexibilityprioritizationself-motivationcollaborationinnovation advocacyproactive supporteducational skills
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceBachelor’s degree in Software Engineering