Technical Support Specialist I
Reports to: Group Lead, Technical Support levels or Manager, Technical Support; or Manager, Support
Department: Services Support
Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.
Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that clients and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.
Responsibilities:
- Provide support to key internal stakeholders globally on mission-critical clinical trial software systems, utilizing technical expertise, advanced technical understanding of the software systems, and analytical skills to identify root causes
- Prioritize and resolve issues in accordance with Service Level Agreements (SLAs) to ensure timely responses and resolution
- Proactively follow up with users to confirm issue resolution and proactively prevent future problems
- Troubleshoot escalated issues requiring advanced technical expertise that are reported by Suvoda’s Support and Services Delivery teams and provide technical guidance on how to resolve issues
- Utilize ticketing systems such as Zendesk, Jira to log, track and investigate issuesInvestigate critical and urgent technical issues in a timely manner and develop tailored solutions to varied and unique systems issues
- Communicate complex technical issues to non-technical audience or customers in a clear, concise manner.
- Collaborate with members of the services delivery and/or development teams to identify optimal solutions for complex technical system issues
- Understand database architecture in relation to web-based software applications
- Create, validate, and execute SQL scripts and stored procedures to perform manual updates to customer databases as required, maintaining clinical trial data integrity
- Ability to create various reports from the database as required, levering SQL table joins and server links
- Monitor third-party data integrations, identify and resolve issues, including data inconsistencies, communication failures, and system errors using SQL, XML, JSON.
- Conduct manual testing through the user interface as well as at database level on each custom scenario in order to validate bugs or identify the most efficient resolution plan
- Perform thorough debugging, testing, and analysis to identify the root cause and implement appropriate fixes within each custom-built system based on specifications and standard procedures.
- Share product and technical expertise, providing technical mentorship and cross-training to other peers and team members.
- Remain up to date with new functionality introduced by product releases and adapt solutions based on application customizations Document and identify recurrent scenarios, with the purpose of efficient re-utilization
- Provide input on current support processes and suggest improvements
- Meet and exceed performance metrics
- Perform other related duties as required
Requirements:
- Bachelor's degree (ideally in computer science) preferred
- Proficiency with web-based software applications
- Exposure to Windows (Unix based systems), specifically database architecture and security standards
- Ability to assess risk and apply judgement in managing/updating business-critical production data
- Experience creating and executing SQL scripts and stored procedures
- Strong written and verbal communication skills
- Able to work independently as well as part of a cross-functional team.
- Analytical, organizational and planning skills
- Highly self-motivated, able to multi-task in a fast-paced, dynamic environment with competing priorities
- Attention to detail
- An understanding of web services integrations between third-party applications, including use of API’s and XML is a plus
- Prior technical support experience preferred, especially in IRT or related field
Role Levels and Experience:
- At least one year experience in IRT or related field preferred
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What We Do
Suvoda’s sole focus is to offer the industry’s leading SaaS solution for randomization and trial supply management. Suvoda’s Interactive Response Technology (IRT/IWRS) with Trial Intelligence combines the flexibility of a custom solution with the speed of a configurable platform, offering 4-6 week deployment, reimagined reporting, and easy integration.
