ERT is hiring for a Senior Technical Support Engineer, eCOA that will be responsible for performing detailed analysis and investigation into incidents for device (phone and tablet) and web applications that are deployed globally for clinical research data acquisition and data management.  The analysis may require debugging the code base and proposing a code fix to resolve the incident.  The Senior Technical Support Engineer may also be responsible for the monitoring and triaging of incidents escalated to the ERT Advanced Technical Support team.  In addition, the role is responsible for liaising with the various development and engineering groups within ERT to ensure proper resolution to customer issues.

ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that our customers can move ahead with confidence. With more than 45 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so it can adapt without compromising standards.

Powered by the company’s EXPERT^® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement, and measure the efficacy of new clinical treatments while ensuring patient safety. Over the past four years, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, Biotechs, and CROs have relied on ERT solutions in 9,500+ studies spanning three million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly – and with confidence. For more information, go to ert.com or follow us on LinkedIn, Twitter, and Facebook.

Essential Duties and Responsibilities:

• Provide advanced technical support for the eCOA product suite to primarily internal users (Tier 1, Release Engineering, Study Teams, etc).  Able to solve complex, high-impact problems requiring expertise in eCOA platform, specialized skills and multi-disciplinary knowledge. 
• Perform detailed analysis and investigation into incidents for device (handheld and tablet) and web applications that are deployed globally for clinical research data acquisition and data management.  The analysis may require debugging the code base and proposing a code fix to resolve the incident. 
• Selects methods and determines criteria for applying solution.  Scope of analysis requires an in-depth evaluation of factors and variables not easily identified.
• Liaison directly with the R&D and other teams to drive issues to resolution when there is an identified core product issue.
• Monitor, track and escalate the resolution of product defects.
• Diagnose, troubleshoot, and repair handheld devices, tablets, eSense devices, and related peripherals used by the ERT product suite.
• Conduct deep, detailed investigations to identify points of failure in the ERT product line.  This may require setting up a development environment and running code in a debugger.

Other Duties and Responsibilities:

• Other related duties and projects as assigned. 

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  This job description and any attachments do not constitute or represent a contract.

Qualifications and Skills Needed:

• 6+ years’ experience with software programming using Java, Javascript, Python, SQL, HTML or other languages in support of enterprise-level, web-based software applications
• Read, write, and debug advanced SQL queries for relational databases
• Strong focus on customer service
• Ability to prioritize and balance conflicting priorities
• Ability to listen effectively and to communicate regarding technical information with a non-technical audience, both end users and internal colleagues
• Ability to lead meetings and influence decisions
• Excellent problem solving and analytical skills

Highly Desirable:

• 3+ years with Java development experience.
• Experience developing or supporting applications on hand-held devices.
• Experience in the life sciences pharmaceutical and biotech industry.

• Ability to provide peer mentoring and guidance on java and web technologies.

• Experience using or supporting applications on Linux.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.