IRT Production Support Analyst – SQL and Life Sciences

Remote; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Endpoint is an interactive response technology (IRT) systems provider supporting the life sciences industry. The Production Support Analyst (PSA) is the primary contact for end users of endpoint IRT systems and supports Client Services and Data Management as needed.

The role involves triaging queries, troubleshooting with SQL scripts, documenting issues in the ticketing system, and collaborating with teams to ensure accurate database updates while mentoring junior staff.

Qualifications

• 2-4+ years in a user-facing role with troubleshooting via phone & email.
• Able to guide non-technical users and quickly determine customer needs.
• Strong understanding of SQL databases and data concepts.

Responsibilities

• Provide excellent customer service to end users of endpoint IRT systems.
• Triage and respond to queries via phone/email within defined timeframes.
• Troubleshoot issues using documentation, system configuration and other resources.
• Document all queries in endpoint’s ticketing system.
• Escalate to internal teams when needed and review data change requests for clarity and impact.
• Collaborate with Client Services to ensure database updates reflect the original request.
• Execute existing SQL Data Scripts for viewing project data and system configuration.
• Participate in meetings with internal and external teams as needed.
• Organize own workspace and deadlines to ensure timely task completion.
• Provide guidance to associate PSAs and help create training materials.

Skills

SQL

Troubleshooting

Customer support

Communication

Documentation

Time management

Collaboration

Education

BA/BS Degree or equivalent

Tools

SQL Scripts

Ticketing System

IVR Platforms

Job description

Endpoint is an interactive response technology (IRT) systems provider supporting the life sciences industry. The Production Support Analyst (PSA) is the primary contact for end users of endpoint IRT systems and supports Client Services and Data Management as needed.

The role involves triaging queries, troubleshooting with SQL scripts, documenting issues in the ticketing system, and collaborating with teams to ensure accurate database updates while mentoring junior staff.