We have opening for the role Trackwise Support Engineer/Lead-Hamburg Germany-Hybrid Mode- Contract
5–12 years of experience,L2/L3 support experience for TrackWise
Digital QMS
Must-Have
- 8–12 years of experience, including strong L2/L3 support experience for TrackWise / TrackWise Digital QMS in regulated life sciences or medical device environments.
- Hands-on expertise in TrackWise Digital support for Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting processes.
- Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration.
- Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA.
- Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication.
- Project Management, Team Management, Customer Interactions
Good-to-Have
- Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard.
- Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft.
- Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management.
- Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution.
- Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement.
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