ERT is looking to hire a Technical Support Analyst to conduct deep, 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.
Provide advanced technical support for the eCOA product suite to primarily internal
users (Tier 1, Release Engineering, Study Teams, etc.). Participates with others in
solving complex problems, under supervision or with assistance.
o Advanced troubleshooting and technology support working with the PM and CC
o Manage multiple support requests, prioritizing to meet deadlines
o Troubleshoot highly involved technical issues and work with software
development to bring to resolution
o Communicate directly with clients if the need arises.
o Document findings and resolution providing useful feedback for similar future
o Effectively document software issues and defects found on devices.
o Some software training
o Opportunity to get directly involved with the code-base for troubleshooting and
● 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.
● 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/device defects.
● Diagnose, troubleshoot, and repair handheld devices, tablets, eSense devices, and
related peripherals used by the ERT product suite.
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. ERT reserves the
right to amend or change this job description to meet the needs of ERT. This job description and
any attachments do not constitute or represent a contract
BS, BA or 2 plus years clinical trial experience preferred
Ability to manage multiple tasks simultaneously
Experience dealing with external customers and providing a service orientation
Comfortable using computers for day to day operations and be willing and able to quickly
learn and use sophisticated computer programs
Healthcare, medical or clinical experience preferred
Strong interest in the application of new technology to the clinical trials process
Comfortable working in a fast-paced, small company environment without administrative
Good communication and writing skills
Ability to interpret clinical studies specification documents.
● ERT product suite and operation
● Experience 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.
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.