L2 Application Support Engineer

This is a remote position.

About Our Software:

PSC Software®’s ACE® platform is a versatile electronic Quality Management System (eQMS), electronic Document Management System (eDMS), Learning Management System (LMS), and Inspection Management System. It simplifies business processes with its adaptable, workflow-based system, offering real-time tracking, management, and reporting of compliance, quality, and operational activities. The ACE® platform provides solutions tailored to various client needs.

ACE Enterprise® is our premier software solution, providing exceptional flexibility and extensive customization options. It enables businesses of all sizes to comply with regulatory requirements efficiently while optimizing their operations.

ACE Essentials® provides businesses with pre-configured workflows and pre-written standard operating procedures, delivering compliant eQMS, eDMS, and LMS features straight out of the box.

ACE Inspection® simplifies regulatory inspections, tracks inspection requests, and logs notes in a centralized platform for FDA inspections, ISO audits, and other regulatory needs.

About Our Product Support & Team Composition:

As a SaaS solution provider, our clients’ Administrators will provide most L1 User Support to solve simple issues, such as login problems and user permissions. Therefore, our Support Team consists of L2 Application Support team members who investigate more advanced problems that might require the introduction of minor changes to an application, such as configuration issues, account administration, or services restart. L2 Application Support can only be provided by engineers with a deep understanding of our software. When necessary, our L2 Application Support Engineers escalate issues to our Software Developers (L3 support) to tackle complex issues on the code and database level, and who can provide hot fixes and minor enhancements to the application.

Requirements

L2 Application Support Engineer

Shifts

1.Sun-Thurs 07:00 – 16:00 Eastern European Time (00:00 – 09:00 USA EDT)  5AM Dublin time- 4PM Dublin Time

2.Sun-Thurs 15:00 – 00:00 EET (08:00 – 17:00 USA EDT) 1PM Dublin Time-11PM Dublin Time

3.Sun-Thurs 23:00 – 08:00 EET (16:00 – 01:00 USA EDT) 9PM Dublin Time-6AM Dublin Time

L2 Application Support Duties & Responsibilities:

• Learn everything about our software and provide expert knowledge to delight our customers.
  
• Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, and configuration.
  
• Prioritize and triage tickets in accordance with the Service Level Agreement (SLA) and take ownership of the issue to ensure that it is resolved correctly, accurately, and within SLA deadlines.
  
• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds.
  
• Escalate critical production issues to L3 Support while maintaining communication with the client.
  
• Document solutions, workarounds, and create knowledge articles in standard Customer Service Portal.
  
• Build strong and professional relationships with users of PSC Software’s ACE® application.
  
• Meet regularly with Global Application Support Manager and other Support team members to discuss issue trends and improvement opportunities.
  

Required Skills & Education:

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
  
• 2+ years in an L2 Application Support, Technical Support, or related software troubleshooting role.
  
• Strong understanding of SaaS environments, configurations, and client-specific settings.
  
• Experience using support ticketing systems (e.g., Freshdesk, Zendesk, etc.)
  
• Familiarity with JIRA or similar issue-tracking tools.
  
• Ability to clearly document investigations and communicate effectively with technical and non-technical stakeholders.
  
• Strong collaboration and escalation judgment skills.
  
  

 Desired Skills, Education & Certifications:

• Experience as a software system administrator.
  
• Experience in the life sciences or other heavily regulated industry.
  
• Familiarity with internal knowledge-sharing systems and Help Center/KB content.
  
• Comfort working in a fast-paced, boutique software company.
  
• Knowledge of SSO, Java, SQL, HTML, XML, JSON, SOAP, REST API, etc.
  

 Reports To :Global Application Support Manager