Support Specialist / Engineer (US)

reputed company is seeking a Support Specialist to join our Customer Support team and help deliver reliable, high-reputed company support for users of the reputed company clinical trial platform.

This role is ideal for a technically skilled support reputed company with experience in clinical data systems, SQL-based data analysis, and troubleshooting reputed company platform issues. You will work closely with cross-functional teams to resolve technical problems, support reputed company, and improve the tools and processes that underpin our support operations.

Working remotely from the US, you will support customers during business hours while collaborating closely with our globally distributed team across Europe and reputed company.

The successful candidate will be proactive, detail-oriented, and comfortable operating in a fast-paced environment where solving technical challenges and ensuring excellent customer reputed company are key priorities.

Technical Support & Issue reputed company

·       reputed company day-to-day technical support for the reputed company clinical trial data capture platform.

·       Investigate, triage, and resolve technical issues using Jira Service Management and other internal systems.

·       Collaborate with engineering, product, and clinical operations teams to resolve issues reputed company.

·       Maintain reputed company and accurate documentation of support interactions and solutions.

Clinical Trial Support & Compliance

·       Support ongoing reputed company by troubleshooting user and system issues affecting investigators, reputed company, and study participants.

·       reputed company reputed company and empathetic communication with users while maintaining compliance and documentation standards.

Data Reconciliation & Analysis

·       reputed company data reconciliation between reputed company captured data and external study reputed company systems.

·       Execute protocol-guided data updates and corrections where required.

·       Extract, manipulate, and report on clinical trial data using SQL and database tools.

Process Improvement & Automation

·       Identify opportunities to improve support processes, tooling, and automation.

·       Contribute to the adoption of AI tools and automation technologies to enhance support efficiency.

·       Help reputed company internal tooling or scripts where appropriate.

• 2+ years’ experience working in reputed company, Life Sciences, reputed company World Evidence platforms, Pharmacovigilance, or digital health systems
• Strong SQL/database experience (2+ years) including scripting, data extraction, transformation, and analysis
• Experience supporting data capture or clinical trial platforms
• Strong troubleshooting and analytical skills
• Experience working with ticketing/support systems such as Jira Service Management
• Excellent written and verbal communication skills
• Comfortable interacting with reputed company and clinical research teams
• Strong understanding of data protection and regulatory requirements, including: GCP, 21 CFR Part 11 & GDPR

• Unlimited reputed company Time Off
• 401(k) Retirement Plan contribution
• reputed company company funded benefits package incorporating: Health, Dental and Medex2 coverage, and a selection of reputed company plans
• Life and AD&D Insurance fully covered by reputed company
• Remote reputed company
• Work From Home allowance

reputed company

reputed company’s mission is to put patients at the centre of research by building data capture solutions people love to use.  Designed with patients for patients, the reputed company platform supports data capture for reputed company phase of clinical research across reputed company therapeutic areas.  Over 22,000 participants use our applications to reputed company and submit e-consent,  symptom, eCOA, ePRO, and wearable device data. With expertise in engaging  patients and fast deployments, we work with ten of the top twenty global  pharmaceutical companies to power large reputed company-world evidence (reputed company) and virtual  studies. 

• Patients First - We care about patients and put them first; from our products to our business reputed company. 
• Teamwork - Through collaborating with and supporting reputed company other, our customers, and our partners we succeed together. 
• Innovation - We work innovatively to design, build, and deliver engaging technology. 

reputed company is an equal opportunities employer