---
title: 'Customer Support Engineer at MasterControl'
canonical: 'https://feeny.ai/job/customer-support-engineer-mastercontrol-india-2wzbrm271mcj'
type: 'job'
last_seen: '2026-09-14'
---

# Customer Support Engineer at MasterControl

- **Company:** MasterControl
- **Location:** India
- **Work type:** remote
- **Posted:** 2026-06-26
- **Last confirmed live:** 2026-09-14
- **Apply:** https://www.mastercontrol.com/careers/job-listings/role/?role=4708719005&gh_jid=4708719005

## Job description

About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit [www.mastercontrol.com](http://www.mastercontrol.com)[.](https://www.mastercontrol.com/)

## SUMMARY

The Customer Support Engineer (CSE) provides in-depth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues for our customers. CSEs work with fellow team members, service consultants, sales operations, and other company resources to increase customer satisfaction and loyalty. CSEs act as the customer’s first point of contact and are responsible for the identification of software defects as well as the reporting of such to development, while providing interim solutions when available and necessary.

This position works with other internal resources to ensure that issues are resolved in a timely fashion. CSEs follow technical support industry-standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. Full product training will be part of the onboarding process for the successful candidate

## RESPONSIBILITIES

- Exceeding customer expectations by providing a tailored service experience.
- Identify and resolve customer issues via incoming calls, emails, etc.
- Provide customers with knowledge regarding software functionality and best practices.
- Identify and reproduce software defects for submission to development.
- Provide Customers with root cause analysis and in-depth troubleshooting.
- Meet and exceed Service Level Agreements through effective incident management.
- Writing Technical Documentation (i.e. Knowledge Base Articles).
- Contributes to the departments' Key Performance Indicators (KPI)
- Performs software implementation, installation, and upgrades to MasterControl customers.
- Updates and maintains reports for customers and key internal contacts.
- Provides backup support to other CSE team members.
- Works directly with escalation engineers to assure resolution of critical customer issues.
- Provide and participate in technical training and knowledge transfer for new or complex products.
- Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.
- As directed, performs special projects.

## PREFERRED SKILLS

- Excellent customer relationship and advocacy skills.
- Advanced application troubleshooting skills.
- Database management knowledge / MS SQL experience required.
- Attention to detail.
- Professional-level writing and communication skills.
- Professional English language, speaking/writing skills
- LDAP & Active Directory experience / knowledge desirable
- Understanding virtual environments. Strong experience desirable.
- Programming experience / knowledge (Java Script, HTML) helpful
- Proficient with Claude Code or similar

## PHYSICAL DEMANDS AND WORKING CONDITIONS

- May work a variety of schedule hours, as required
- Travel may be required

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

- Competitive compensation
- Schedule flexibility
- Fitness clubs (you get paid to have fun and be active!)
- Company parties and employee recognition programs
- Wellness programs
- Much, much more!

MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact MCTalent@MasterControl.com or call (801) 942-4000 and ask to speak with a member of Human Resources. Equal Opportunity Employer, including disability and protected veteran status

## About MasterControl

## Company Overview
- **One-liner**: MasterControl provides AI-enabled quality, manufacturing, and asset management software for life sciences and other highly regulated industries.
- **Entity Type**: Private (Series A, $150M raised in 2022)
- **Headquarters**: Salt Lake City, Utah, United States
- **Founded**: 1993
- **Founders**: Not publicly available (formerly known as Document Control Systems)

## Core Business
- **Primary industry**: Life sciences software (Quality Management Systems, Manufacturing Execution Systems, Asset Management)
- **Target customers**: B2B, Enterprise – pharmaceutical, biotech, medical device, nutraceutical, and other regulated manufacturers
- **Mission**: To bring life-changing products to more people sooner by helping organizations digitize, automate, and connect quality, manufacturing, and asset management processes.

## Products & Services
- **MasterControl Quality Excellence**: AI-driven Quality Management System (QMS) for flexible quality event management, simplified document management, and automated training management.
- **MasterControl Manufacturing Excellence (Mx)**: Digital manufacturing platform (MES/EBR) enabling paperless production records, electronic logbooks, and asset management – claims to help deliver products 70% faster.
- **MasterControl Asset Excellence (Ax)**: Cloud-based asset management and calibration tools with AI-driven predictive maintenance scheduling.
- **MasterControl AI Solutions**: A collection of AI tools specialized for life sciences, certified to ISO 42001, designed to automate manual tasks and identify trends without compromising compliance.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (reached unicorn status after the 2022 Series A)
- **Key Metric**: Annual Revenue – $125.0M (latest estimate); Total Funding – $150.0M (Series A, December 2022)
- **Notable Investors/Partners**: Sixth Street (lead investor in Series A); over 1,200 customers worldwide; operates in 16 countries including UK, Japan, India, Australia, Germany.
- **Growth Signals**: 117 new hires in 2024; 25% of new positions filled internally; recently appointed new CEO (David Edwards), CFO (Wynn Clayton), and CSO (Ian Ball); holds 12+ patents; FedRAMP authorization achieved.

## Competitive Advantages
- **30-year track record** in life sciences compliance and GxP workflows.
- **AI-first platform** purpose-built for regulated industries, not a generic QMS retrofit.
- **ISO 42001 certified** AI governance – a differentiator for audit-ready AI adoption.
- **End-to-end coverage** from quality to manufacturing to asset management on a single platform.
- **Deep domain expertise** with over 1,200 customers including major pharma and med device players.

## Strategic Focus
- **Accelerate AI adoption** across quality, manufacturing, and asset workflows while maintaining compliance.
- **Expand global sales engine** with new leadership (CFO, CSO) focused on disciplined, sustainable growth.
- **Deepen platform integration** to eliminate silos between quality, production, and asset data.
- **Continue paperless manufacturing push** to reduce errors and speed time-to-market.

## Why Work Here
- **Culture**: Values-driven environment with mentoring programs, leadership training, and over 20 employee activities per year. Emphasis on learning, collaboration, and “work here, stay here” retention.
- **Wellness**: 20+ fitness clubs and health/wellbeing programs; Chief Culture Officer focused on wellness initiatives.
- **Growth**: 117 new hires in 2024; 25% internal promotion rate; opportunities for career development across technical, sales, and customer-facing roles.
- **Remote/Hybrid Policy**: Not publicly available – offices in 8 locations across 4 countries (US, UK, Australia, Japan) suggest a mix of on-site and hybrid roles.
- **Recognition**: Named “Best Places to Work” in Utah (2021); featured in Forbes; 3.6/5 employee rating on LinkedIn (253 reviews) with top marks for work-life balance (3.9).
- **Engineering Culture**: 30% of employees in technical roles; software engineers report median salary of ~$135K; tools and stack likely modern (cloud, AI, compliance-focused).

## Sources
1. [mastercontrol.com](https://www.mastercontrol.com/)
2. [mastercontrol.com/careers](https://www.mastercontrol.com/careers/)
3. [linkedin.com/company/mastercontrol](https://www.linkedin.com/company/mastercontrol)
4. [cbinsights.com/company/mastercontrol](https://www.cbinsights.com/company/mastercontrol)

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