Application Support Engineer | Norstella | Remote India | SaaS & Cloud Tech Support Job
Apply for the Application Support Engineer role at Norstella – a leading pharmaceutical intelligence provider. Work remotely from India, offering Tier II support for SaaS platforms and cloud-based solutions. Collaborate with global teams, troubleshoot escalated client issues, and enhance real-world healthcare solutions. Ideal for candidates with 5+ years of SaaS support, cloud tech knowledge, and strong communication skills. Join a mission-driven company transforming drug development access. Discover a rewarding opportunity where your technical skills impact lives. Competitive benefits and a diverse, inclusive culture await. Apply now to build your future with Norstella.
About Norstella
Norstella’s mission is to accelerate the availability of life-saving therapies. Established in 2022, Norstella brings together Citeline, Evaluate, MMIT, Panalgo, and The Dedham Group to provide critical data and insights throughout the drug development lifecycle. Headquartered globally, Norstella has a presence in the USA, UK, Netherlands, Japan, China, and India.
| Company | Norstella |
|---|---|
| Location | Remote, India |
| Employment Type | Full Time |
| Job ID | R-1052 |
Role Overview
We are hiring an experienced Application Support Engineer to join our Technical Support Team. In this remote role, you will collaborate with Cloud Operations, Product Management, and Development teams to deliver second-level support for our SaaS platforms and integrations.
Key Responsibilities
- Provide tier two technical support for Norstella SaaS platforms and integrations
- Triage issues, resolve problems, and escalate complex cases when necessary
- Take ownership of client issues, from troubleshooting to resolution and communication
- Create and maintain internal and external knowledge-based content
- Meet defined performance metrics and customer service standards
- Conduct professional conversations to resolve customer queries
- Document actions and communications in ticketing systems
- Participate in the SWARM process to escalate and resolve major issues
Qualifications
- 5+ years supporting SaaS solutions for international clients
- BS Degree or equivalent experience
- Excellent communication and multitasking skills
- Proficiency in a cloud-based (SaaS) environment
- Customer-first mindset and problem-solving ability
- Ability to learn new technologies independently
- Collaborative, organized, and adaptable
Preferred Qualifications
- Experience with SQL scripting
- Automation experience (Terraform, JavaScript)
- Working knowledge of AWS and/or Azure
- Familiarity with object-oriented languages (Java, C#)
Our Guiding Principles
- Mission-First: Driven by our purpose to accelerate access to therapies
- Integrity & Realism: Transparent, data-driven, and goal-oriented
- Kindness & Empathy: Encouraging feedback and open collaboration
- Resilience: Persevering through challenges and setbacks
- Learning & Humility: Continuously growing, listening, and adapting
Benefits
- Health Insurance
- Provident Fund
- Certification Reimbursement
- Gratuity
- 24x7 Health Desk
Equal Opportunity Employer
Norstella values diversity and inclusion. We are committed to providing equal opportunities regardless of race, gender, identity, background, or disability. If you feel inspired by this role, we encourage you to apply — even if your experience doesn’t match every requirement.
How to Apply
- Read the job description and check eligibility criteria.
- Click on "Apply Now" and upload your resume with accurate details.
- Prepare for a virtual interview and technical assessment.
Important Tip:
Ensure your resume highlights your data analytics experience, tools (SQL, Python, Hive), and relevant achievements.
Download a professionally crafted sample resume here: Sample Data Analyst Resume (PDF)
Disclaimer
The recruitment information provided above is for informational purposes only and has been sourced from the official website of the organization. We do not guarantee recruitment, as the selection process is conducted solely by the respective company following its official procedures. Additionally, we do not charge any fees for sharing job-related information.
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