Technical Support Specialist I

Summary

Join Suvoda, a global clinical trial technology company, as a Technical Support Specialist I. You will provide crucial support for mission-critical clinical trial software systems, troubleshooting issues, and collaborating with internal stakeholders. This role requires proficiency in web-based applications, SQL, and database architecture. You will prioritize issue resolution, proactively prevent future problems, and communicate effectively with both technical and non-technical audiences. Experience with IRT or a related field is preferred. The position offers opportunities for professional development and growth within a dynamic and fast-paced environment.

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

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 issues
• Investigate 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, leveraging 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

Preferred Qualifications

• 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
• At least one year experience in IRT or related field preferred