Client Summary:

• Innovative technology is transforming how hospitals and research sites transfer data for clinical trials.
• Seamless integration allows fast and accurate patient data transfer between systems.
• Significantly reduces the need for manual data transcription.
• Minimizes the requirements for source data verification (SDV).
• Enhances efficiency, speed, and accuracy in clinical trial data collection processes.

Position Responsibilities:

• Provide Tier 1/2 technical support for platform users via email, ticketing systems, and live sessions.
• Lead the continued evolution of the ticketing system including creation of SLA reports for our customers
• Diagnose and resolve issues related to application performance, configuration, and integration.
• Analyze application logs and system metrics to identify root causes and recommend solutions.
• Maintain and update support playbooks and knowledge base articles.
• Collaborate with engineering and implementation teams to escalate and resolve complex issues.
• Assist customers with REST API integrations, including syntax validation and troubleshooting.
• Support data-related tasks including SQL queries and basic database analysis.
• Participate in customer onboarding and training sessions as needed.
• Monitor system health using platforms like Grafana, Datadog, or similar tools.
• Ensure timely and accurate communication with customers throughout the support lifecycle.

Experience & Skills:
Required Experience and Qualifications:

• 2+ years of experience in a technical support, implementation, or systems integration role, preferably in the healthcare or biopharmaceutical industry.
• Strong understanding of healthcare data standards, especially FHIR.
• Strong understanding of enterprise software platforms
• Familiarity with REST APIs and tools like Postman.
• Basic knowledge of relational databases and SQL.
• Ability to read and interpret XML and JSON documents.
• Excellent communication and interpersonal skills.
• Strong analytical and troubleshooting abilities.
• Ability to work independently and manage multiple priorities.
• Must be available to work standard business hours in the US Eastern Time Zone.
• Education: Bachelor’s degree (or equivalent experience) in a relevant field

Preferred Experience and Qualifications:

• Experience with application log filtering and analysis.
• Familiarity with monitoring platforms such as Grafana, Datadog, or similar.
• Understanding of how to utilize helpdesk systems – Knowledge of FreshDesk is useful.
• Proficiency in XML / JSON document syntax.
• Understanding of REST API operations including POST, PATCH, and GET commands.
• Experience using Postman for API testing and documentation.
• Basic understanding of relational databases, including concepts like Primary Key and Foreign Key.
• Ability to write and troubleshoot SQL queries (SELECT, INSERT, UPDATE).
• Basic understanding of OAuth 2.0 authentication flows.
• (Optional) Awareness of the FHIR standard for healthcare data interoperability.

Compensation $115k- $130k, Health Insurance, 401k