Application Engineer
"Three years, One company, A junior hire who became the person the team turned to, for training, for escalations, and for the client nobody else could crack."
I joined ValGenesis as one of 50 applicants selected for the Application Engineer role, supporting North American life sciences clients using their Validation Lifecycle Management platform.
The Scope
My work spanned customer support, ticket resolution, QA automation, and onboarding. I mastered the industry-standard ServiceNow and ServiceDesk Plus ecosystems while building custom VBA tools to solve complex client issues.
The Impact
Beyond code, I became a strategic bridge between the product and the customer, developing international training curricula and managing high-stakes escalations for enterprise pharma clients.
Delivered Training Internationally, Lisbon, Portugal (2024)
Selected to represent the North American team and fly to ValGenesis's Lisbon office to upskill global Application Engineers and team leads. I designed and delivered a structured training program from scratch, covering ticket lifecycle management, system workflows, and hands-on troubleshooting.
Day One
Selected from 50 candidates to join a high-velocity technical team supporting North American pharma giants.
Early Leadership
Stepped up within 60 days to train a new cohort of 15 Application Engineers, using active recall methods to accelerate onboarding.
Global Alignment
Led recurring monthly calls with global teams to standardize best practices and fill leadership gaps across time zones.
Mission: Lisbon
Represented North America in Portugal to deliver a 1-week intensive curriculum, compressing 2 months of product knowledge for international leads.
The Crisis Solver
Assigned to the Genentech escalation. Systematically cleared a 50+ ticket backlog, securing the contract renewal for a top-tier enterprise client.
From a rookie trainee to the global crisis solver for top-priority enterprise accounts.