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SaaS Application Support

OpenClinica

OpenClinica

SaaS Application Support

Waltham, MA
Full Time
Paid
  • Responsibilities

    The position includes the following key duties:

    • Help ensure our customers’ success with the OpenClinica platform by assisting in its implementation, providing in-depth assistance to users, and channeling your experience into future improvements to the OpenClinica solution.
    • Respond to technical support questions by email and phone while ensuring the company meets its service-level obligations.
    • Troubleshoot issues through proactive customer-facing and internal communication, remote access to customer systems, research in company knowledge bases, and interaction with engineering team.
    • Record issues, interactions, and outcomes in JIRA Service Desk and Salesforce; contribute to company knowledge base.
  • Qualifications

    Required Skills and Experience

    • Prior experience in a software support, SQA or similar role; or a strong educational background in computer science
    • Strong computer literacy, including demonstrated understanding of concepts related to modern, web-based applications (such as XML, HTML, Javascript, SQL databases, web-based Java applications, etc.)
    • A knack for problem solving and ability to effectively prioritize and manage numerous competing tasks
    • Excellent verbal and written communication skills
    • Strong interpersonal skills and dedication to customer service
    • Bachelor’s degree (or equivalent)

    Desirable, but not required:

    • Experience with JIRA Service Desk, Confluence, Salesforce (or similar tools)
    • Experience writing SQL scripts
    • Experience with Linux command line
    • Experience working in the clinical research field, especially supporting other clinical research software systems (EDC, CDM, CTMS)
    • Interest in and understanding of open source software
  • Compensation
    $45,000 - $50,000
  • Benefits
    • Competitive base salary + bonus
    • 401k plan with matching
    • Flexible Spending Account
    • Health, dental, life, and disability insurance
    • Flexible Time Off policy
    • A well stocked snack bar
    • Free onsite gym
    • Free parking
    • Fun company events with fun people!
    • Intracompany ping pong tournaments
  • Industry
    Computer Software
  • About Us

    OpenClinica advances health via open technology. Our research data capture platform is used across the world to help bring new treatments to market and advance understanding of human health.