Trackwise Digital Support Lead

Role: Senior Engineer

Required Skills: Trackwise

Qualification: BACHELOR OF COMPUTER SCIENCE

Experience: 8 - 15 Years

Function: TECHNOLOGY

Apply By: 2026-12-15

Must Have Technical/Functional Skills

Strong relevant experience, including demonstrated L2/L3 support expertise 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.

Roles & Responsibilities

Serve as the Support Lead L2/L3 support contact for TrackWise Digital, restoring business-critical complaint

handling and post-market quality services quickly and meeting agreed SLAs.

Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and

post-incident corrective/preventive actions.

Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration,

reports, dashboards, interfaces and data layers.

Support global complaint handling processes covering complaint record creation, complaints management,

post-market support and adverse event reporting.

Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR

Import / Selection Import issues and record lifecycle exceptions.

Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches, complaint

record creation issues and interface monitoring.

Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution,

audit support and operational reviews.

Participate in change, release, validation and deployment activities, maintaining required documentation and

traceability for a regulated QMS environment.

Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and

vendor teams to resolve production issues a nd deliver approved enhancements.

Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket

trend analysis and recommend continuous improvements.

Generic Managerial Skills, If any

Strong stakeholder communication, incident escalation, and cross-functional coordination.

Ability to guide support teams, mentor junior members, and lead small enhancement workstreams.

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Ownership of SLA delivery, documentation quality, and continuous improvement

Salary Range: $150,000 - $180,000 per year

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.