Senior MES Implementation & Support Engineer

Job description

About the role As a Senior MES Implementation & Support Engineer , you will play a key role in supporting and deploying Vimachem’s cutting-edge Pharma MES modules across global pharmaceutical and biopharmaceutical manufacturing environments. In this role, you will be responsible for ensuring exceptional customer experiences and assisting with continuous improvements to our support and implementation processes where applicable. Your work will significantly impact customer satisfaction and loyalty, directly influencing Vimachem’s global market reputation and success. What will you do as a Senior MES Implementation & Support Engineer? Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries. Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis. Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships. Work side by side with customers to support and implement the Vimachem Pharma 4.0 EBR module , from configuration through go-live and hypercare. Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments. Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness. Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements. Investigate and diagnose system behavior using logs, database queries, and integration traces. Support API/web-service–based integrations with ERP, equipment systems, historians, or other enterprise platforms. Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach. Contribute to internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation assets. Support the pre-Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements. Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise. Act as an internal advocate for innovation by exploring and applying AI-powered tools to improve efficiency, scalability, and customer experience across Support services. The main qualifications for the Senior MES Implementation & Support Engineer role are: Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related field. Minimum 5 years of experience supporting and/or implementing enterprise software systems. Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues. Strong knowledge of Windows operating systems; Linux knowledge is a plus. Experience working with ticketing systems (e.g. Zendesk, Jira Service Management). Familiarity with Atlassian tools (Jira, Confluence). Demonstrated ability to prioritize effectively and remain flexible in a customer-driven environment. Excellent verbal and written communication skills, with high standards for documentation. Highly motivated, self-directed individual with a “can-do” and “will-figure-it-out” mindset. Nice-to-Have Good networking knowledge. Ability to read, parse, and manipulate various technical formats such as XML and CSV. Knowledge of API and HTTP (post/get, auth, etc.). Basic skills in SQL (PostgreSQL) and MongoDB, queries. Exposure to ERP, historians, equipment integrations, or SCADA/automation systems. Basic scripting skills (Shell, Python, JavaScript, or similar). Experience with MES or EBR systems in pharma/GxP environments. Familiarity with GMP, 21 CFR Part 11, Annex 11 , and data integrity principles. Background in supporting production systems or working in regulated manufacturing. About You: You are willing to work in a fast-paced, challenging, and quickly changing environment. You are keen to stay up to date with the latest technologies and industry trends. You are tech-savvy with years of experience in technical product implementations and support, working with customers through multiple forms of communication, including chat and web calls. You are genuine, humble, curious, and willing to work in a fun, diverse culture. At Vimachem, we know that even exceptional candidates sometimes hesitate to apply. If you’re excited about this role but don’t meet every single requirement, we encourage you to apply - we’d love to explore your potential fit. What’s in It for You Our team is a strong, diverse, hard-working team that values families, personal well-being, and meritocracy. We believe amazing results require amazing effort and commitment, and we perform bi-annual performance reviews and continuous feedback to ensure we reward our top performers. Benefits of working with us include: Performance-based bonus. Employee Stock Option Plan (ESOP). Health & Life insurance. Meal vouchers. Transportation and commuting support. Flexible working hours. Extra paid leave days (e.g., birthday leave, company celebration days off). Modern work environment with an open culture towards improvements and new ideas, supported by modern tools and equipment to do your job properly. A buddy system during onboarding and on-the-job learning with senior experts. Personal training budget. Participation in conferences, seminars, or industry events. Team-building activities, wellbeing initiatives, and company events. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform Life Sciences manufacturing. Be part of the Next Industrial Revolution - Behind every SaaS Product is a Team In Vimachem, we’re using technology to empower the people who manufacture medicines for our world. Since 2015, we have been developing the industry’s only AI-enabled MES platform purpose-built for Life Sciences - combining MES, IIoT, and Pharma 4.0 capabilities into a single, modern system that helps pharmaceutical and biotech manufacturers scale faster, operate with greater flexibility, and deliver high-quality, life-saving medications. Today, we are going through one of the most exciting periods in our company's history. We are growing rapidly globally and expanding our EU-based MES team, looking for an ambitious and experienced engineer ready to contribute and innovate, taking our customer experience services to the next level. Our culture is fast-paced, entrepreneurial, and rewarding. We've been recognized as a "Great Place to Work" for multiple consecutive years by fostering an inclusive and mission-driven culture. If you are passionate about cutting-edge software and global MES engagements, the future is bright for you at Vimachem, and we want to hear from you! This position is a fully remote position for EU-based candidates, with up to 15% travel for on-site customer visits.