Note: The job is a remote job and is open to candidates in USA. REDCap Cloud empowers patient-centered clinical research to advance discoveries and establish new standards of care based on real-world evidence. They are seeking a Customer Support Specialist who will be the primary point of contact for study teams and users needing help with their cloud-based EDC and reporting platform, focusing on troubleshooting and resolving application issues.
Responsibilities
- Investigate, diagnose, and resolve customer-reported issues within our cloud-based EDC and reporting application
- Reproduce reported issues, perform root cause analysis at the application level, and partner with Development and Operations to resolve software defects
- Communicate with customers via phone, email, and chat, providing clear, timely updates throughout the resolution process
- Manage and prioritize a caseload of support tickets in line with contractual service level agreements (SLAs)
- Proactively monitor open cases and ensure timely follow-up, ownership, and resolution
- Support escalation management and help identify recurring trends that require broader product or process fixes
- Maintain deep working knowledge of the product suite: application workflows, configuration, reporting tools, and integrations
- Contribute articles and solutions to the internal/external knowledge base
- Share customer feedback with Product and Development to help shape feature and usability improvements
- Communicate proactively with customers about software updates, enhancements, and best practices relevant to their studies
Skills
- Commercial experience in a customer-facing Technical Support / Application Support role, specifically supporting Clinical Trial EDC systems and/or clinical reporting platforms
- Direct hands-on experience with an EDC platform such as Veeva, Medidata Rave, Oracle Clinical, or a similar clinical system
- Experience using ticketing/case management tools such as JIRA, Microsoft Dynamics, or similar
- Strong troubleshooting and analytical problem-solving skills applied to software application issues
- Strong written and verbal communication skills, comfortable explaining technical concepts to both technical and non-technical audiences (e.g., site coordinators, data managers, CRAs)
- Proven ability to manage multiple priorities and competing case loads in a fast-paced customer support environment
- A genuine customer-focused mindset and commitment to a high-quality support experience
- Bachelor's degree in computer science, Information Technology, Life Sciences, or a related field (preferred, not required)
- Troubleshooting other cloud-based SaaS applications
- Supporting reporting/analytics tools such as JReview, Spotfire, Jupyter, or SQL-based reporting
- Basic understanding of APIs, web services, and system integrations (REST, SOAP) as they relate to product configuration — this is a support role, not a development role
- Basic familiarity with SQL, Python, or Java is a plus but not required — we are not looking for a software engineer or systems/network administrator
Benefits
- Health, Dental & Vision Insurance
- Paid Time Off
- Parental Leave
- 401(k)
- Flexible schedule
Company Overview