Product Support Engineer II
Core
Provide first-level technical support to end-users of the elluminate Clinical Data Cloud, resolving issues and managing the support ticket lifecycle.
Role type
Product Support Engineer
Builds
Self-service data access and advanced analytics for life sciences organizations
Domain
Life sciences / Clinical trials / SaaS
Deliverable
client delivery
Required skills
Troubleshooting, ticket management, customer communication, software upgrade coordination, technical concept articulation, MS Office, SQL Server/ETL
Preferred skills
Clinical trial data knowledge, mentorship, fast-paced environment adaptability
Technologies
elluminate Clinical Data Cloud, SQL Server, ETL, Data Warehouse, MS Office
Responsibilities
Respond to incoming support tickets and emails; Identify, troubleshoot, and resolve client problems within SLAs; Document and track client issues; Coordinate new software upgrade rollouts; Escalate unresolved problems to Tier 2 staff; Train and mentor Product Support Engineer I; Provide instruction on new product features.