[Remote] Customer Support Analyst

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. The Customer Support Analyst will provide expert application support for customers utilizing cloud-based electronic data capture SaaS Solutions, troubleshooting system issues and collaborating with internal teams to ensure effective issue resolution.

Responsibilities

• Investigate, diagnose, and resolve customer reported issues related to cloud-based EDC and reporting systems
• Perform root cause analysis, collaborate with development & operational teams to identify and resolve software defects and system issues
• Communicate effectively with customers via phone, email, and chat while providing timely updates throughout the issue resolution process
• Manage and prioritize support cases to ensure compliance with established service level agreements (SLAs)
• Monitor open cases proactively and ensure appropriate follow-up, communication, and resolution ownership
• Support escalation management processes and assist with identifying recurring trends or issues requiring broader resolution efforts
• Maintain a strong understanding of the company’s product suite, including application workflows, reporting tools, integrations, and system functionality
• Contribute to the development of internal knowledge bases
• Collaborate with Product and Development teams on any customer feedback to help improve software features, functionality, and usability
• Communicate with customers on software updates, system enhancements, and best practices relevant to their business use cases

Skills

• Previous work experience in a similar Technical Customer Support role, where you have been supporting Clinical Trial EDC systems and/or reporting platforms
• EDC platforms such as Veeva, Medidata Rave, Oracle, or similar clinical systems
• Ticketing tools such as JIRA, Microsoft Dynamics, or similar platforms
• Troubleshooting and analytical problem-solving skills
• Strong written & verbal communication skills, with technical & non-technical audiences
• Ability to manage multiple priorities in a fast-paced customer support environment
• Customer-focused mindset; a commitment to delivering high-quality support experiences
• Bachelor's degree in any of the following preferred but not essential, Computer Science, Information Technology, Life Sciences, or a related field
• Troubleshooting cloud-based SaaS applications
• Supporting reporting and analytics platforms such as JReview, Spotfire, Jupyter Labs, or SQL-based reporting tools
• Basic understanding of APIs, web services, and system integrations including REST and SOAP
• Basic knowledge of SQL, Python, Java, or related technologies

Benefits

• Health, Dental & Vision Insurance
• Paid Time Off
• Parental Leave
• 401(k)
• Flexible schedule

Company Overview