Associate Director, Technical Support

Job Description

Our Company is an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world. Our product categories include heart and respiratory health, diabetes, infectious diseases, consumer products and women's health. We continue to focus our research on conditions that affect millions of people around the world - diseases like Alzheimer's, Diabetes and Cancer - while further expanding our strengths in areas such as vaccines and biologics. We aspire to be the best healthcare company in the world and are dedicated to provide innovative solutions for tomorrow.

You will have the opportunity to work on global teams to identify and tackle the biggest challenges at the intersection of healthcare, information, and technology. We offer project-based rotations to help with your professional development in a collaborative environment. Overall, we offer technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don't often bring: the satisfaction of helping to save lives.

We are seeking an enthusiastic, forward-thinking professional to join our team. As the Technical Support Engineer, you will be working within the Quality Engineering Platform area as well as with cross functional areas (e.g. DevSecOps, Cloud, etc) and responsible for the maintenance and operations of applications and products enabling sustainment of business operations. In addition, this role will be responsible for proactively researching and generating ideas to enhance operational methods which would be presented to Product Manager and leadership team; as well as enabling proof-of-concept pilots for emerging platforms and applications. The role ensures the operational stability, maintenance, user configuration changes, performance, and compliance of an application or product in production.  As a member of the product team, you will collaborate with developers, test architects, test engineers and other product team members to create software, test packages, test execution, documentation, monitoring, and support processes.  You will ensure monitoring and regular health checks are done to improve the whole lifecycle of the application or product.

We are seeking professionals with the following qualifications, skills, and experience:

Education Minimum Requirement:

• Bachelor's degree in computer science, Engineering, or equivalent experience

Experience/Technical Skills:

• 7+ years of experience in operations engineering/application support.

• 7+ years of experience with server's configuration, application deployment and configuration

• 2+ years’ experience with tools for Web, Mobile, DB and API testing.

• Ability to travel up to 10%

• Experience using one or more of the following test tools are welcome: Selenium, Python, C#, ALM, Xray, Robot Framework, Tosca, QTest, Loadrunner/Performance Center etc.

• Advanced understanding of cloud computing technologies and infrastructure as code.

• Expertise in crafting and utilizing prompts for GPT-based models to streamline automated processes, technical solutions, etc.

• Working experience with Jira, Confluence and GitHub (or similar).

• Knowledge to integrate product development, deployment and operations into the CI/CD processes.

• Self-motivated and self-organized.

• Ability to analyze information to identify new ideas that will improve system functionality.

• Self-driven and able to perform with minimal supervision in a team environment.

You will:

• Work in a scrum team and participate in all stages of product lifecycle.

• Configure prod and non-prod environments, integrations and deploy applications, including Installation Qualification Testing.

• Maintain application support processes and checks that all requests for support are dealt with according to agreed procedures and SLAs.

• Identify specific metrics and mechanisms to measure benefits and plans to activate these mechanisms at the required time. Monitor benefits against what was predicted in the business case.

• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

• Contribute to SDLC documentation of the product as well as work closely with CoP, Advisory, Delivery teams to define, document product information and best practices.

• Diagnoses faults and records and reports on the results of tests. Produces system integration reports.

• Supports product teams in achieving their strategic goals.

We offer:

• Superior work/life balance with flexible working hours, working from abroad and much more.

• A technical leading position in a leading global healthcare company.

• An innovative and flexible working environment.

• Numerous opportunities for training and development.

• Professional growth based on your performance.

• Competitive bonus.

• A wide range of benefits.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

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Hazardous Material(s):

Job Posting End Date:

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