Technical Support Engineer
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Job Summary
Working remotely in a full-time capacity, the Technical Support Engineer will manage inbound support tickets, conduct root cause analysis, and develop internal tooling to enhance ticket resolution efficiency while collaborating with cross-functional teams.
Key responsibilities
- Serve as the primary contact for support tickets, categorizing and resolving issues within defined SLAs
- Investigate data discrepancies and diagnose interface-related issues, providing clear summaries for stakeholders
- Build and maintain internal support tooling and optimize Zendesk configurations for continuous improvement
Required qualifications
- Bachelor's degree in health informatics, life sciences, computer science, clinical research, or a related field
- 6-9 years in a technical support, data operations, or client-facing technical role, preferably in health tech or regulated SaaS
- Working knowledge of clinical research operations and hands-on SQL experience
- Familiarity with data integration concepts and HIPAA compliance
- Proficiency with Zendesk or equivalent support platforms
Complete Job Description
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