Total 2 job vacancies by REDICA Systems

The Role
At Redica Systems, we are building cutting-edge solutions that help Life Sciences, MedTech, and other regulated industries manage compliance and regulatory intelligence more effectively.

We are looking for a Technical Program Manager (TPM) with 3–5 years of total experience to drive software product development initiatives across cross-functional teams.This role requires a balance of technical understanding and program management excellence to ensure the successful delivery of high-impact projects.

Key Responsibilities

• Manage end-to-end delivery of software product development programs.
• Collaborate with engineering, product, and TPM teams to align on scope, timelines, and deliverables.
• Balance technical depth (understanding engineering concepts, design discussions, trade-offs) with program management skills (coordination, stakeholder alignment, risk management).
• Track progress, resolve dependencies, and ensure timely program execution.
• Drive the adoption of Agile and SDLC methodologies across teams.
• Communicate effectively with technical and non-technical stakeholders.

About You

• Business Insight: Actively seeks information on industry trends, participates in business-related training, and incorporates business terminology into discussions, while integrating business considerations into program planning and decision-making to ensure program goals align with broader business objectives.
• Balance Stakeholders: Engages with stakeholders to understand their perspectives, actively seeks feedback, and listens to diverse viewpoints; demonstrates the ability to identify and address conflicting requirements while working towards collaborative solutions that balance stakeholder needs. 
• Tech Savvy: Effectively anticipates and adopts innovations in business-building technology solutions, staying up-to-date with data advancements and incorporating them into work processes
• Drives Results: Proactively takes initiative, anticipates needs, and adjusts strategies based on feedback and setbacks. Demonstrates persistence and resilience in overcoming challenges to achieve desired results.
• Engaged: Not only shares our values but also possesses the essential competencies needed to thrive at Redica, as outlined here

As a Senior Technical Support Engineer reporting to the Technical Support Lead, you will play a crucial role in overseeing and coordinating the technical support operations within the organization. You will be responsible for resolving complex technical issues and maintaining high levels of customer satisfaction. Additionally, you will collaborate with other departments to identify and implement process improvements and contribute to the overall success of the organization.

Key Responsibilities

• Handle and resolve complex technical issues escalated by the support team or customers
• Troubleshoot problems, identify root causes, and implement effective solutions in a timely manner
• Maintain a high level of customer satisfaction by ensuring prompt and accurate responses to customer inquiries and issues
• Collaborate with cross-functional teams to identify areas for process improvement within the technical support function
• Track and analyze key performance metrics related to technical support, such as response time, resolution time, and customer satisfaction
• Support AWS cloud-based application troubleshooting, including log analysis and service-level monitoring where required
• Assist with SSO configurations, authentication issues, access provisioning/deprovisioning, and user onboarding activities
• Work closely with DevOps and Engineering teams during incident management, deployments, and production issue triaging to ensure minimal service disruption
• Coordinate incident response activities by engaging relevant stakeholders and following defined escalation paths
• Maintain and execute incident management and communication runbooks during production incidents or customer-impacting outages
• Support customer-facing communications during incidents by providing timely updates and coordinating with internal teams
• Assist in monitoring alerts, analyzing logs, and escalating issues based on impact and severity
• Follow secure operational practices aligned with SOC 2 and ISO 27001 requirements while handling customer environments and access-related requests
• Maintain documentation of technical processes, troubleshooting steps, incident timelines, and standard operating procedures
• Provide end-user technical support to internal employees and contractors, including troubleshooting of hardware, software, access, and connectivity-related issues
• Support internal SaaS applications and workplace tools, including access provisioning, MFA support, and basic configuration
• Assist with onboarding and offboarding support activities such as account setup, device configuration, and access enablement, based on approved requests

About You

• Customer Focus: Incorporates customer insights into decision-making to ensure high-quality technical support services
• Tech Savvy: Anticipates and adopts innovations in SaaS platforms and cloud-based technology solutions
• Manages Complexity: Effectively solves technical problems across application, infrastructure, and access-related domains
• Decision Quality: Makes timely and effective decisions to resolve issues efficiently
• Collaborates: Engages in cross-functional problem-solving with Engineering, DevOps, and Security teams
• Communication Effectively: Provides clear and concise technical and incident-related updates to internal stakeholders and customers
• Resilience: Learns from operational challenges and continuously improves support processes
• Engaged: Demonstrates competencies required to thrive in a fast-paced technical support environment as outlined here