SQL Application Support

My client has a great opportunity for a SQL expert -- the ideal candidate will support customers in the pharmaceutical and biotechnology industries.
This person will take on the following tasks:
--Test and apply new installations and upgrades, co-ordinate upgrades and patches through customers, and resolve issues--Work towards the resolution of support issues arising from installed user base, including investigating customer-reported issues via remote (VPN) access to customer systems, perform data fixes to resolve issues or work around problems, make configuration changes to the installation to resolve issues and keep detailed records in support issue and change request systems.
--Maintain an active, visible, on-going, and excellent working relationship with customers.
--Develop a strong functional knowledge of software, and gain detailed understanding of the inner workings of the product suite through training, working with other support staff and software developers, plus experience of working with/supporting those subsystems (including code inspection).
--Understand customer needs, identify issue causes and develop resolution strategies.
--Resolve technically complex support issues arising from the installed base, including performing the actual diagnosis (which often requires reading through source code and trace log files).
--Provide, organize and maintain communication to the Software Development group based on customer feedback and customer reported issues, including highlighting changes that could be made to eliminate/alleviate appropriate customer support issues and assist with identifying requirements for on-going product development based on customer feedback.
--Participate in regular support telephone conferences and periodic maintenance upgrades.
--Undertake occasional travel to customer sites for the provision of support or training.
The ideal candidate will possess the following qualities:
--A technical background in software, research informatics or other relevant area.
Past experience in software development is advantageous.
--4 year technical undergraduate degree.
Software, Computer, or System Engineering--2+years of experience in support role of customer data management and software solutions.
--Strong, excellent, proven customer relationship skills.
--Proficiency in SQL is a must have--Familiarity with Oracle preferred.


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