Software Configuration Engineer III (Tier III Support)

Job Title: Software Configuration Engineer III (Tier III Support)

Key Skills: Tier III / L3 Support, Software Configuration, Root Cause Analysis (RCA), Application Support, SQL, Jira / Azure DevOps, SaaS Support, Troubleshooting, Defect Analysis, Software Testing, Agile, Java / Python / JavaScript, Technical Documentation, Incident Management & Stakeholder Collaboration.

Experience: 5 Years’ experience

Location: Indianapolis, Indiana (Onsite)

Coforge is seeking Software Configuration Engineers with expertise in Tier III Support, Software Configuration, SQL, Root Cause Analysis, and SaaS/Enterprise Applications.

Key Responsibilities:

• Provide Tier III technical support for a proprietary clinical trial platform within a global 24x5 support model.
• Investigate and resolve complex production issues escalated from Tier II support teams.
• Perform root cause analysis across application configurations, platform functionality, and software components.
• Act as a Subject Matter Expert (SME) for application configuration and platform behavior.
• Collaborate with Product Managers and Software Engineers to identify, document, and resolve software defects.
• Analyze application code and configuration settings to understand system behavior and troubleshoot issues.
• Recommend and implement improvements to enhance platform stability and reduce recurring support incidents.
• Identify trends in support cases and proactively drive preventive solutions.
• Participate in testing, validation, and verification of software fixes before production releases.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Contribute to operational best practices and continuous improvement initiatives.
• Participate in an on-call rotation to provide Tier III support coverage as needed.
• Work closely with global teams in a distributed environment to ensure timely issue resolution and service continuity.
• Support product quality initiatives and help reduce future support demand through proactive analysis and optimization.
• Develop expertise in the platform while gaining exposure to software engineering and product development activities.

Required Skills & Experience

• Tier III Application Support experience
• Software Configuration & Troubleshooting
• Root Cause Analysis & Debugging
• SQL & Relational Databases
• Jira or Azure DevOps
• Defect Investigation & Resolution
• SaaS / Enterprise Application Support
• Code Reading (Java, C#, JavaScript, Python, or TypeScript)
• Agile Methodologies
• Strong Communication & Problem-Solving Skills
• Experience in Life Sciences/Clinical Research (Preferred)