Advanced Technical Services Engineer, Senior Job in Tracelink

Job Title: Senior Advanced Technical Services Engineer

Location: Pune

Experience: 5+ Years

Company: TraceLink

Department: Advanced Technical Services

Company Overview:

At TraceLink, we are transforming the global pharmaceutical supply chain to protect patients and ensure the availability of safe medicines worldwide. Our Opus Platform and innovative software solutions empower pharmaceutical companies to digitize operations, improve visibility, ensure compliance, and collaborate more effectively across complex global networks. Founded in 2009, TraceLink operates in 8 global offices, with 800+ employees, and serves 1,300+ customers across 60+ countries. Recognized by Gartner, IDC, and Comparably, we are proud to be a trusted industry leader and a great place to work.

Position Overview:

We are looking for an experienced and highly skilled Senior Advanced Technical Services Engineer to join our Pune-based team. As a senior member of the Advanced Technical Services team, you will lead technical issue resolution efforts, support internal tooling and data repair processes, and act as a technical mentor to the broader Technical Support organization. This role combines strong technical proficiency, problem-solving ability, and excellent interpersonal communication, playing a key role in enhancing customer satisfaction and internal team capabilities.

Key Responsibilities:

• Resolve complex technical issues by working directly with TraceLink products and collaborating with internal teams to create custom solutions or internal tools
• Serve as a technical mentor and advisor to Technical Support Engineers
• Lead the triage, prioritization, and execution of customer data repair requests
• Create, maintain, and support scripts and tooling to enhance team productivity
• Act as a recognized Subject Matter Expert (SME) for 3 4 core TraceLink applications
• Document technical processes and deliver training to internal support teams
• Advocate for customer needs by collaborating with Product, Engineering, and other cross-functional teams to drive product improvements
• Analyze and troubleshoot application logs, errors, and complex integrations

Skills and Competencies:

• Proficient in XML, JSON, CSV reading, parsing, and manipulation
• Working knowledge of scripting languages such as Perl, Python, Shell scripting
• Strong debugging and log analysis skills
• Ability to propose and evaluate multiple solutions to technical problems
• Understanding of B2B integration technologies such as AS2, SFTP, Web Services
• Extensive experience with tools including Microsoft Office, Google Workspace, Salesforce, Slack, and collaboration platforms
• Excellent verbal and written communication skills; strong documentation practices
• Highly self-motivated, with proven time management and project coordination skills
• Experience in mentoring, coaching, and cross-functional collaboration
• Proven ability to lead team efforts and resolve high-impact customer issues
• Strategic thinker who contributes to the continuous improvement of support processes

Essential Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Minimum 5+ years of experience in a technical customer-facing role, preferably within SaaS or enterprise software companies
• Strong understanding of UNIX/Linux environments and Java-based applications
• Working knowledge of ERP systems
• Fluent in written and spoken English (additional languages a plus depending on region)

What You'll Gain:

• Opportunity to work on mission-critical systems that impact global patient safety
• Collaborate with a global team in a dynamic, high-growth company
• Mentorship opportunities and career development in advanced technical roles
• Work in an environment that values innovation, ownership, and teamwork

If you're passionate about solving complex technical challenges, mentoring others, and making a meaningful impact in the life sciences sector, we invite you to join us at TraceLink.