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TRPD-26-05520
TrackWise Digital L2/L3 Support Engineer (Complaints/Post-Market)
L2/L3 production support role for TrackWise Digital in a regulated QMS environment, focused on Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting. The engineer will troubleshoot TrackWise Digital records/workflows, access/security, configuration defects, data issues, reports/dashboards, and interface failures (including MuleSoft integrations), meeting SLAs and driving root-cause analysis and CAPA. Requires strong SQL and TrackWise database/reporting knowledge, working knowledge of TrackWise Digital on Salesforce (roles/profiles, permission sets, SOQL, Data Loader), ITSM (ServiceNow), and validated-system practices (GxP/21 CFR Part 11) with audit readiness and controlled change/release management.
Position summary
- Location
- India
- Workplace
- On-site
- Employment
- Full Time
- Experience
- Minimum 4 years and Maximum 8 years
Role overview
Why This Role Matters.
L2/L3 production support role for TrackWise Digital in a regulated QMS environment, focused on Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting. The engineer will troubleshoot TrackWise Digital records/workflows, access/security, configuration defects, data issues, reports/dashboards, and interface failures (including MuleSoft integrations), meeting SLAs and driving root-cause analysis and CAPA. Requires strong SQL and TrackWise database/reporting knowledge, working knowledge of TrackWise Digital on Salesforce (roles/profiles, permission sets, SOQL, Data Loader), ITSM (ServiceNow), and validated-system practices (GxP/21 CFR Part 11) with audit readiness and controlled change/release management.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions.
03
Diagnose and resolve issues across TrackWise Digital records, workflows, access/security, configuration, reports, dashboards, interfaces and data layers.
04
Support Global Complaint Handling System processes covering complaint record creation, complaints management, post-market support and adverse event reporting.
05
Troubleshoot stuck records, workflow status issues, user access exceptions, master data import issues, PR Import / Selection Import issues and record lifecycle exceptions.
06
Coordinate with MuleSoft / integration teams for failed transactions, source-system data mismatches, complaint record creation issues and interface monitoring.
07
Prepare SQL queries, data analysis, validation evidence and reporting extracts required for ticket resolution, audit support and operational reviews.
08
Participate in change, release, validation and deployment activities, maintaining required documentation and traceability for a regulated QMS environment.
09
Collaborate with quality, regulatory, business process owners, integration, infrastructure, QA/validation and vendor teams to resolve production issues and deliver approved enhancements.
10
Provide guidance to junior support analysts, maintain knowledge articles / troubleshooting guides, conduct ticket trend analysis and recommend continuous improvements.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
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TrackWise Digital
Required
02
TrackWise
Required
03
Salesforce
Required
04
SOQL
Required
05
Salesforce roles
Required
06
Salesforce profiles
Required
07
Permission sets
Required
08
Page layouts
Required
09
Reports
Required
10
Dashboards
Required
11
Data Loader
Required
12
Import Wizard
Required
13
SQL
Required
14
Crystal Reports
Required
15
MuleSoft
Required
16
Middleware
Required
17
ServiceNow
Required
18
ITSM
Required
19
Incident management
Required
20
Problem management
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
TrackWise Digital L2/L3 production support
Global Complaint Handling / Complaints Management / Post-Market Support processes
Adverse Event Reporting process support
TrackWise configuration (workflow configuration, coordinator configuration, team access, web admin)
Troubleshooting stuck workflows/records, access issues, configuration defects, data issues, interface failures
SQL (querying for analysis/validation/extracts)
TrackWise database structure knowledge
Crystal Reports
Root-cause analysis and problem/change management
Salesforce platform basics for TrackWise Digital (roles/profiles, permission sets, page layouts, reports/dashboards, SOQL)
Salesforce Data Loader / Import Wizard
Interface support via middleware (MuleSoft)
GxP / 21 CFR Part 11 / validated-system support practices and audit readiness
ITSM tool experience (ServiceNow) for incident/problem/change and SLA tracking
Preferred
Nice to Have
Windows Server basic awareness
Application monitoring and service health checks
Infrastructure coordination for support issue resolution
Knowledge article creation / troubleshooting guides
Ticket trend analysis and continuous improvement
Mentoring/guidance for junior support analysts
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for TrackWise Digital L2/L3 Support Engineer (Complaints/Post-Market)
One page, about two minutes. We only ask for what we actually need to have a first conversation.