{"id":3155630,"url":"https://alion.io/job/mastercontrol-customer-support-engineer-2","title":"Customer Support Engineer","company":{"id":679371,"name":"MasterControl","domain":"mastercontrol.com","url":"https://alion.io/company/mastercontrol","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Active Directory","optional":true},{"name":"Claude Code","optional":true},{"name":"JavaScript","optional":true},{"name":"LDAP","optional":true},{"name":"MS SQL","optional":true}],"status":"live","first_seen_at":"2026-10-23T14:07:04Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T20:53:31Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About MasterControl:\nMasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.\nSUMMARY \nThe Customer Support Engineer (CSE) provides in-depth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues for our customers. CSEs work with fellow team members, service consultants, sales operations, and other company resources to increase customer satisfaction and loyalty. CSEs act as the customer’s first point of contact and are responsible for the identification of software defects as well as the reporting of such to development, while providing interim solutions when available and necessary. \nThis position works with other internal resources to ensure that issues are resolved in a timely fashion. CSEs follow technical support industry-standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. Full product training will be part of the onboarding process for the successful candidate \nRESPONSIBILITIES \nExceeding customer expectations by providing a tailored service experience. \nIdentify and resolve customer issues via incoming calls, emails, etc. \nProvide customers with knowledge regarding software functionality and best practices. \nIdentify and reproduce software defects for submission to development. \nProvide Customers with root cause analysis and in-depth troubleshooting. \nMeet and exceed Service Level Agreements through effective incident management. \nWriting Technical Documentation (i.e. Knowledge Base Articles). \nContributes to the departments' Key Performance Indicators (KPI) \nPerforms software implementation, installation, and upgrades to MasterControl customers. \nUpdates and maintains reports for customers and key internal contacts. \nProvides backup support to other CSE team members. \nWorks directly with escalation engineers to assure resolution of critical customer issues. \nProvide and participate in technical training and knowledge transfer for new or complex products. \nContribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles. \nAs directed, performs special projects. \nPREFERRED SKILLS \nExcellent customer relationship and advocacy skills. \nAdvanced application troubleshooting skills. \nDatabase management knowledge / MS SQL experience required. \nAttention to detail. \nProfessional-level writing and communication skills. \nProfessional English language, speaking/writing skills \nLDAP & Active Directory experience / knowledge desirable \nUnderstanding virtual environments. Strong experience desirable. \nProgramming experience / knowledge (Java Script, HTML) helpful \nProficient with Claude Code or similar \nPHYSICAL DEMANDS AND WORKING CONDITIONS \nMay work a variety of schedule hours, as required \nMust be willing to work USA hours of operation on a consistent basis\nTravel may be required \nWhy Work Here?\n#WhyWorkAnywhereElse?\nMasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.\nWe work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?\nMasterControl could be your next (and last) career move!\nHere are some of the benefits MasterControl employees enjoy:\nCompetitive compensation \nSchedule flexibility\nFitness clubs (you get paid to have fun and be active!)\nCompany parties and employee recognition programs\n Wellness programs\nMuch, much more!","description_format":"text","description_chars":4425,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":["Professional development","Wellness"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Scientific & Lab Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-10-23T14:24:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":82,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/mastercontrol-customer-support-engineer-2","json_url":"https://alion.io/job/mastercontrol-customer-support-engineer-2.json","meta":{"generated_at":"2026-10-28T22:29:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30517,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":679371},"rest":"https://alion.io/mcp/rest/get_company?id=679371"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmastercontrol-customer-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmastercontrol-customer-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmastercontrol-customer-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mastercontrol-customer-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmastercontrol-customer-support-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3155630}},{"tool":"search_jobs","arguments":{"company":"mastercontrol.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3155630},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}