Technical Support Specialist (US, West Coast Remote)

August 23

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Suvoda

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IRT, eConsent, and eCOA solutions to help you wisely guide novel science through complex clinical trials

Clinical trial management • Interactive response technology • Subject randomization • Trial supply management • IWRS

501 - 1000

💰 $40M Venture Round on 2019-12

Description

• Provide support to key internal stakeholders globally on mission-critical clinical trial software systems, utilizing technical expertise, advanced technical understanding of the software system, and analytical skills to identify root causes • 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 • Collaborate with members of the services delivery and/or development teams to identify optimal solutions for complex technical system issues • Investigate critical and urgent technical issues in a timely manner and develop tailored solutions to varied and unique systems issues • Create, validate, and execute SQL scripts and stored procedures to perform manual updates to customer databases as required, maintaining clinical trial data integrity • Remain up to date with new functionality introduced by product releases and adapt solutions based on application customizations • Ability to create various reports from the database as required, leveraging SQL table joins and server links • 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. • Document and identify recurrent scenarios, with the purpose of efficient re-utilization • Monitor third-party data integrations, identify and resolve issues, including data inconsistencies, communication failures, and system errors using SQL, XML, JSON. • Conduct 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. • Provide input on current support processes and suggest improvements. • 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 APIs and XML is a plus • Prior technical support experience preferred, especially in IRT or related field