Sr. Technical Engineer (SQL, Java) - Customer Support (High Tech)

This role provides advanced, customer-facing data and application support for enterprise SaaS solutions serving High Tech and Semiconductor industry customers. The Sr. Technical Engineer acts as a senior escalation point for data, integration, and production issues, with strong emphasis on SQL-driven analysis, data integrity, and business continuity. The role is hands-on and support-oriented, requiring deep experience in data troubleshooting, understanding of semiconductor business processes, and close collaboration with cross-functional teams.

Job Responsibilities:
• Serve as L2/L3 support and senior escalation point for customer-reported data, integration, and application issues, ensuring compliance with SLA and service quality standards.

• Perform data-centric root cause analysis across raw data, parsers, application layers, and databases to resolve production incidents.

• Write and optimize complex SQL queries to analyze issues, validate data, perform corrections, and support customer requests.

• Troubleshoot and resolve issues related to data loads, exports, file processing, hierarchies, matching, and integrations.

• Support customer-specific configurations, data mappings, and custom business rules, particularly for High Tech / Semiconductor workflows.

• Assist with data fixes, reprocessing, reloads, and data migration activities in partnership with Engineering and Functional SMEs.

• Monitor system health, batch jobs, and data pipelines to proactively identify risks and prevent customer impact.

• Support new releases and feature rollouts through data validation, regression testing, and deployment support.

• Interface closely with Engineering, QA, Product, APM, CSM, and Infrastructure teams to drive timely and accurate issue resolution.

• Guide and mentor junior consultants on SQL, data troubleshooting, and support best practices.

• Create and maintain operational documentation, SOPs, data troubleshooting guides, and runbooks.

• Participate in post-incident reviews and continuous improvement initiatives focused on data quality, stability, and scalability.

• Willing to work in rotational shifts and weekends.

Job Qualification:
• Bachelor’s degree or equivalent experience in Computer Science, Engineering, or a related discipline.

• 4+ years of experience in enterprise application support, customer support or data operations roles.

• Strong expertise in SQL and Relational DBs (Oracle preferred) for troubleshooting and data analysis

• Working knowledge of Java/J2EE applications for logs review and basic debugging (not core development)

• Hands-on experience working in data processing environments (files, feeds, integrations, batch jobs)

• Experience supporting customer-facing production systems, including incident management and escalations.

• Good understanding of High-Tech/Semiconductor industry concepts, subch as product hierarchies, pricing, channel data, revenue process etc.. data flows

• Ability to analyse issues across raw data, application logic, and database layers.

• Strong analytical, communication, documentation, and customer-facing skills.

• Ability to multitask and operate effectively in a fast-paced, global support environment

Additional skills:

• Exposure to ITIL-based processes (Incident, Problem, Change Management).

• Experience with ticketing systems (e.g., Service Cloud, Jira or Zendesk) and monitoring tools.

• Familiarity with release management, deployments, and regression testing.

About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-add services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.