R&D Support Engineer - Remote, Romania
Want to make a difference? Interested in booming healthcare industry? Are you seeking a meaningful role that positively impacts millions of lives?
We at Signant Health are pioneers in digitalizing patient information collection in clinical trials.
We are looking for a R&D Support Engineer. You will work full-time in a dynamic environment that provides continuous challenges and opportunities to grow and expand your knowledge in new areas.
Our TrialMax® software platform is the market-leading eCOA (Electronic Clinical Outcome Assessments) solution for clinical trials.
Patients, clinicians and caregivers around the world use this platform daily to report outcomes in clinical trials by using mobile devices and personal computers.
The regulated nature of our business is challenging, but you will soon learn this exciting new world with the help of our domain experts.
Please visit our website to find out more about the company.
Key Accountabilities / Decision Making & Influence
Investigates and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D
Collaborates with Product Management, Operations teams and R&D teams to ensure high quality support services for internal customers
Assists, manages and triages incidents and service requests for R&D support
Determines root cause of issues
Verifies that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted
Possesses or quickly gains detailed knowledge of the company’s products to effectively document and support the products
Tracks progress of R&D support tickets with a focus on meeting delivery deadlines
Collaborates with R&D teams for ensuring the appropriate resources are engaged for timely action and proper traction
Communicates proactively request status to internal customers
Provides data and reporting R&D support tickets status as needed
Helps to manage overall prioritizations between production incidents / problems, releases, and new products implementation
Helps to develop and implement the overall management process for the incident management
Advises management on situations that may require additional support or escalation
Follows up with internal customers to identify areas of improvement