Product Support Engineer II
eClinical Solutions is seeking a Product Support Engineer II to join their support team in Bengaluru, Karnataka. This role focuses on providing first-level assistance to clients using the elluminate® Clinical Data Cloud, a platform that centralizes clinical data and offers advanced analytics to accelerate clinical development. The engineer will be responsible for identifying, researching, and resolving client issues, ensuring customer satisfaction throughout the support process.
Key responsibilities include responding to incoming support tickets and emails promptly, troubleshooting and resolving client problems within defined service level agreements (SLAs), and documenting and monitoring issues to ensure timely resolutions. The engineer will also coordinate new software upgrade rollouts, escalate unresolved problems to Tier 2 technical staff, and provide training and mentorship to junior support engineers. Additionally, the role involves instructing users on new product features and maintaining regular communication with customers to keep them informed about ticket statuses.
Candidates should possess a bachelor's degree or equivalent work experience, with a preference for those having over two years in a customer support role. Strong communication skills, both written and verbal, are essential, along with the ability to articulate technical concepts effectively. Experience with Microsoft Office applications is required, and familiarity with SQL Server, ETL processes, and data warehouse development is advantageous. Knowledge of clinical trial data is also beneficial.
While specific compensation details are not provided, eClinical Solutions offers a comprehensive benefits package, including healthcare coverage, retirement support with 401(k) matching, and flexible work arrangements. Employees are encouraged to bring their authentic selves to work, contributing to a diverse and inclusive culture that values continuous learning and improvement.
Joining eClinical Solutions provides an opportunity to impact the future of healthcare by supporting innovative solutions that advance clinical research. The company fosters a collaborative environment where team members are motivated to excel in a fast-paced setting, driving user adoption and customer success.