Clario Looking for Tech Support Specialist I at Remote

Clario; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that prioritizes people and innovation in clinical trials. As a key player in product deployment and technical support, you will collaborate with various teams to ensure successful installations and provide exceptional customer service. Your expertise in Windows Server, MS-SQL, and troubleshooting will be vital in maintaining high-quality standards and contributing to the future of clinical technology. This role offers a unique opportunity to make a significant impact in a dynamic environment where your skills and contributions are valued. If you're ready to embrace a challenge and grow your career, this position is perfect for you.

Qualifications

• 2+ years experience with Windows Server and MS-SQL Server required.
• Bachelor’s degree in Computer Science or Life Sciences preferred.

Responsibilities

• Configure and deploy Clario products with development and validation teams.
• Provide Tier 2 customer support and troubleshoot technical issues.

Skills

Windows Server 2012+

MS-SQL Server 2012+

Amazon Web Services

Microsoft Team Foundation Services

IIS

XML

Troubleshooting

Interpersonal Skills

Communication Skills

Critical Thinking

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Life Sciences

Tools

MS-SQL

PostgreSQL

MySQL

MS Sharepoint 2013+

Azure

Job description

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

We are growing our operations in India, with remote working opportunities as well as career openings in our Bangalore, Pondicherry and Mysore locations.

Primary Responsibilities

1. Configures and deploys Clario products by:
   Working with Development staff to coordinate, plan, install and configure product deployments. This includes server prerequisite configurations and creating Technical Installation Plans.
2. Working with Validation staff to coordinate, plan, install and configure product deployments in the Validation Environment for the release of new or updated products.
3. Working with Operational staff to coordinate, plan, install and configure product deployments.
4. Working with customers to plan, install and configure customer hosted product deployments.
5. Performing installations of products on Sales demo servers for use by Sales and other internal customers.

1. Provides technical support for Clario’s products by:
   Participating in an on-call rotation.
2. Serving as a support representative for all Clario product applications.
3. Serving as an SME for at least 2 Clario Software Solutions product lines.
4. Provide Tier 2 customer support to customers by troubleshooting and resolving technical issues.
5. Logging and tracking customer support cases in the corporate ticketing system.
6. Maintaining working knowledge of using the product applications.
7. Participating in all Major Incident meetings.
8. Assisting in the research and delivery of root causes for all Critical Events.
9. Resolving or escalating all issues for Product Applications.

1. Ensures project timelines as they relate to product deployments by:
   Tracking and reporting on the results of each product installation.
2. Distributing reports and results to internal and external stakeholders as needed.
3. Keeping supervisor informed of current issues.

Secondary Responsibilities

1. Maintains Quality Service and Departmental Standards by:
2. Reading, understanding and adhering to organizational Standard Operating Procedures (SOPs).
3. Assisting in establishing and enforcing departmental standards.
4. Participating in the modification of company SOPs related to product deployment processes.

1. Contributes to team effort by:
   Helping others to accomplish results.
2. Attending and participating in applicable company sponsored training.
3. Serving as a back-up to co-workers across all product lines as needed.
4. Performing other duties as assigned.

1. Maintains Technical Knowledge by:
2. Attending and participating in applicable company-sponsored training.
3. Maintaining a strong understanding of Industry trends and applicable technology.

Qualifications

1. Education:
   Bachelor’s degree in Computer Science, Life Sciences or related field preferred.
2. Experience:
   2+ years experience working with Windows Server 2012 or newer.
3. 2+ years experience working with MS-SQL Server 2012 or newer preferred (T-SQL, PostgreSQL, and MySQL a plus).
4. 1+ years experience working with MS Sharepoint 2013 or newer is a plus.
5. 1+ years experience working with Amazon Web Services or Azure is a plus.
6. 1+ years experience working with Microsoft Team Foundation Services.
7. Working knowledge of the drug development process including knowledge of FDA requirements for GxPs and 21 CFR Part 11 preferred.
8. Ability to work with IIS.
9. Ability to work with XML is a plus.
10. Working knowledge of computer networks.
11. Proven ability in troubleshooting.

1. Additional skill set:
   Ability to work in group setting and independently; ability to adjust to changing priorities.
2. Excellent attention to detail and orientation toward meticulous work.
3. Strong interpersonal and communication skills, both verbal and written.
4. Strong documentation and organizational skills.
5. Ability to project and maintain a professional and positive attitude.
6. Communication, Critical Thinking, Delivery, Issue/Risk Management, Learning Agility, Team Player/ Contributor.