Posted 07 July, 2026
eQMS Support Engineer
PRI India IT Services Pvt Ltd
Bangalore, Karnataka, IN
Full Time
Reference: 26-00261-740-2
Job Title: eQMS Support Engineer
Summary:
Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions
Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused and resourceful individual to provide application support, through effective ticket management by ensuring all deliverables are in accordance with standard operating procedures & work instructions, meeting quality & service level agreements, thus fulfilling expectations of our Clients/Stakeholders. Ensure all deliverables comply with standard operating procedures and work instructions, meeting quality and service level agreements to fulfill client and stakeholder expectations. Qualifications usually include strong communication, problem-solving skills, and computer proficiency.
PRIMARY RESPONSIBILITIES
" Preferable Knowledge on eQMS or Track Wise modules
" Quick learner who easily grasps new concepts.
" Knowledge in Product Support or Application support
" Excellent Communication is Mandatory in both verbal and written communication skills.
" Must possess problem-solving skills and the ability to work within provided SLA timelines.
" Offer support services to clients via phone, email, or ticket through the toll-free number.
" Escalate complex or unresolved issues to senior staff or managers when necessary.
" Ensure that all tickets raised by the Clients are correctly categorized, updated and properly handled
" Collaborate with engineering and product teams to escalate and resolve complex issues
" Demonstrate highest standards of accountability by effective communication and handling/escalating of all technical and functional issues as and when they occur in a timely manner
" Commitment to perform quality work and high client satisfaction.
" Drive a sense of urgency with teams that the ticket has been escalated to
" Provide excellent customer service while staying within our internal processes
" Work in a 18x5 support team which follows US and European holiday calendar
" Willingness to work in rotational shifts during US and European time zones (Including Night Shifts)
" Contribute to process improvement, knowledge base updation and lessons learnt
" Solid troubleshooting skills and passion for problem-solving & investigation
MINIMUM EDUCATION, EXPERIENCE, REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
" Any Graduate, preferably from Science/Computer Science/Information Technology
" Minimum 0-2 years of experience in Application/Product Support
" Excellent client-facing and communication skills (written and oral)
" Ability to analyze/interpret the ticket appropriately and seek clarifications when required
" Good knowledge of RDBMS Concepts and ability to write SQL queries
" Have the ability to analyze SQL traces
" Preferably ITIL certified
" Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc.
" Proven ability to learn quickly and adapt well, to apply new skills and evolving processes
" Must be self-driven, energetic with passion for technology, and provide excellent customer support
" Able to operate under pressure in time sensitive support environments
" Good quantitative and analytical skills - working experience in Microsoft Office especially Excel
" Result and detail-oriented approach to work delivery and output
" Good organizational, time management and prioritization skills including attention to detail
" Ability to establish and maintain effective working relationships with Team, Managers and Clients
ADDITIONAL POINTS
" Should be ready to work on weekends as and when required
" Should be able to remote into Servers, run pre-defined scripts to fetch reports
" Should be able to monitor jobs, validate interfaces to confirm job execution
Summary:
Smart Solve eQMS Application ensures Quality and Compliances across Organization for Life Sciences with Realtime Solutions
Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused and resourceful individual to provide application support, through effective ticket management by ensuring all deliverables are in accordance with standard operating procedures & work instructions, meeting quality & service level agreements, thus fulfilling expectations of our Clients/Stakeholders. Ensure all deliverables comply with standard operating procedures and work instructions, meeting quality and service level agreements to fulfill client and stakeholder expectations. Qualifications usually include strong communication, problem-solving skills, and computer proficiency.
PRIMARY RESPONSIBILITIES
" Preferable Knowledge on eQMS or Track Wise modules
" Quick learner who easily grasps new concepts.
" Knowledge in Product Support or Application support
" Excellent Communication is Mandatory in both verbal and written communication skills.
" Must possess problem-solving skills and the ability to work within provided SLA timelines.
" Offer support services to clients via phone, email, or ticket through the toll-free number.
" Escalate complex or unresolved issues to senior staff or managers when necessary.
" Ensure that all tickets raised by the Clients are correctly categorized, updated and properly handled
" Collaborate with engineering and product teams to escalate and resolve complex issues
" Demonstrate highest standards of accountability by effective communication and handling/escalating of all technical and functional issues as and when they occur in a timely manner
" Commitment to perform quality work and high client satisfaction.
" Drive a sense of urgency with teams that the ticket has been escalated to
" Provide excellent customer service while staying within our internal processes
" Work in a 18x5 support team which follows US and European holiday calendar
" Willingness to work in rotational shifts during US and European time zones (Including Night Shifts)
" Contribute to process improvement, knowledge base updation and lessons learnt
" Solid troubleshooting skills and passion for problem-solving & investigation
MINIMUM EDUCATION, EXPERIENCE, REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
" Any Graduate, preferably from Science/Computer Science/Information Technology
" Minimum 0-2 years of experience in Application/Product Support
" Excellent client-facing and communication skills (written and oral)
" Ability to analyze/interpret the ticket appropriately and seek clarifications when required
" Good knowledge of RDBMS Concepts and ability to write SQL queries
" Have the ability to analyze SQL traces
" Preferably ITIL certified
" Good knowledge of ticketing systems like JIRA, CSM, Service Now, etc.
" Proven ability to learn quickly and adapt well, to apply new skills and evolving processes
" Must be self-driven, energetic with passion for technology, and provide excellent customer support
" Able to operate under pressure in time sensitive support environments
" Good quantitative and analytical skills - working experience in Microsoft Office especially Excel
" Result and detail-oriented approach to work delivery and output
" Good organizational, time management and prioritization skills including attention to detail
" Ability to establish and maintain effective working relationships with Team, Managers and Clients
ADDITIONAL POINTS
" Should be ready to work on weekends as and when required
" Should be able to remote into Servers, run pre-defined scripts to fetch reports
" Should be able to monitor jobs, validate interfaces to confirm job execution
