01
TRPD-26-05518
TrackWise Digital QMS L2/L3 Support Engineer (Salesforce)
Looking for an 8–12 years TrackWise/TrackWise Digital QMS production support specialist to own L2/L3 support in a regulated life sciences/medical device environment. The role focuses on restoring business-critical complaint handling and post-market quality processes within SLA by troubleshooting TrackWise Digital records/workflows, access/security, configuration, reporting, data issues, and integrations (including MuleSoft). Strong SQL and TrackWise database knowledge is required, along with Salesforce platform fundamentals (roles/profiles, permission sets, SOQL, Data Loader) and validated-system practices (GxP, 21 CFR Part 11, audit readiness, controlled change/release).
Position summary
- Location
- India
- Workplace
- On-site
- Employment
- Full Time
- Experience
- Minimum 8 years and Maximum 12 years
Role overview
Why This Role Matters.
Looking for an 8–12 years TrackWise/TrackWise Digital QMS production support specialist to own L2/L3 support in a regulated life sciences/medical device environment. The role focuses on restoring business-critical complaint handling and post-market quality processes within SLA by troubleshooting TrackWise Digital records/workflows, access/security, configuration, reporting, data issues, and integrations (including MuleSoft). Strong SQL and TrackWise database knowledge is required, along with Salesforce platform fundamentals (roles/profiles, permission sets, SOQL, Data Loader) and validated-system practices (GxP, 21 CFR Part 11, audit readiness, controlled change/release).
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
Hands-on expertise in TrackWise Digital support for Global Complaint Handling, Post-Market Support, Complaints Management and Adverse Event Reporting processes.
03
Good understanding of TrackWise configuration, Coordinator Configuration, workflow configuration, Team Access, Web Admin, PR Import / Selection Import, master data import and user access administration.
04
Proven ability to troubleshoot record issues, stuck workflows, access issues, configuration defects, data issues, interface failures and recurring production defects within SLA.
05
Strong technical knowledge of SQL, TrackWise database structure, Crystal Reports, data validation, root-cause analysis, change/problem management and stakeholder communication.
06
Working knowledge of TrackWise Digital on Salesforce platform, including roles/profiles, permission sets, page layouts, reports, dashboards, SOQL queries, Data Loader and Import Wizard.
07
Experience supporting interfaces between TrackWise Digital and global source systems through middleware platforms such as MuleSoft.
08
Knowledge of GxP, 21 CFR Part 11, validated-system support practices, audit readiness and controlled change/release management.
09
Basic awareness of Windows Server, application monitoring, service health checks and infrastructure coordination for support issue resolution.
10
Experience with ITSM tools such as ServiceNow for incident, problem, change, SLA tracking, ticket review and continuous improvement.
11
Serve as the primary L2/L3 support contact for TrackWise Digital, restoring business-critical complaint handling and post-market quality services quickly and meeting agreed SLAs.
12
Lead incident triage, impact assessment, escalation, stakeholder communication, root-cause analysis and post-incident corrective/preventive actions.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
TrackWise
Required
02
TrackWise Digital
Required
03
QMS
Required
04
Complaint Handling
Required
05
Complaints Management
Required
06
Post-Market Support
Required
07
Adverse Event Reporting
Required
08
Salesforce
Required
09
SOQL
Required
10
Roles
Required
11
Profiles
Required
12
Permission Sets
Required
13
Page Layouts
Required
14
Reports
Required
15
Dashboards
Required
16
Data Loader
Required
17
Import Wizard
Required
18
SQL
Required
19
Crystal Reports
Required
20
MuleSoft
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
8–12 years experience with strong L2/L3 production support for TrackWise / TrackWise Digital QMS
TrackWise Digital support for Global Complaint Handling / Complaints Management / Post-Market Support / Adverse Event Reporting
TrackWise configuration knowledge (Coordinator Configuration, workflow configuration, Team Access, Web Admin)
Troubleshooting production issues: stuck workflows/records, access issues, configuration defects, data issues, interface failures, recurring defects within SLA
Strong SQL skills and understanding of TrackWise database structure
Crystal Reports
Data validation and evidence preparation for regulated environments
Root-cause analysis (RCA) and change/problem management
Salesforce platform working knowledge for TrackWise Digital: roles/profiles, permission sets, page layouts, reports/dashboards, SOQL, Data Loader, Import Wizard
Integration support experience with middleware such as MuleSoft
Knowledge of GxP, 21 CFR Part 11, validated-system support, audit readiness, controlled change/release management
ITSM tool experience (ServiceNow) for incident/problem/change and SLA tracking
Stakeholder communication for incident triage, escalation, and post-incident actions
Preferred
Nice to Have
Basic awareness of Windows Server
Application monitoring, service health checks, and infrastructure coordination
Knowledge article creation / troubleshooting guides
Ticket trend analysis and continuous improvement
Mentoring/guidance to 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 QMS L2/L3 Support Engineer (Salesforce)
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