Customer Support Specialist II

About the role

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. The Customer Support Specialist II role bridges the gap between front-line support and escalation-level resolution, owning advanced troubleshooting, root cause analysis, and systematic case documentation that drives product quality and customer retention.

Responsibilities

• Own Tier 2 issue resolution across assigned RealTime platforms (SOMS and Complion)—including complex configuration issues, data integrity concerns, workflow errors, and application behavior anomalies.
• Conduct structured root cause analysis on escalated issues; document findings clearly in JIRA with steps to reproduce, scope of impact, and recommended resolution path.
• Serve as the primary liaison between the support team and the Product Health team for issues requiring engineering investigation—providing complete, well-documented escalation packages that minimize back-and-forth.
• Resolve or meaningfully advance all Tier 2 tickets within SLA targets, proactively communicating status to customers and the Support Lead on complex cases.
• Act as an in-queue resource for L1 Specialists on technical questions, escalation decisions, and complex customer situations, guiding without requiring escalation to the Support Lead.
• Assist with L1 ticket reviews and QA, providing constructive feedback to improve accuracy, documentation quality, and first-contact resolution rates.
• Contribute to onboarding and ongoing training of new L1 Specialists; develop or update knowledge base articles, troubleshooting guides, and FAQs.
• Participate in ticket calibration sessions with the Support Lead to maintain team consistency and quality standards.
• Conduct customer-facing troubleshooting calls and screen-share sessions for complex issues requiring direct investigation.
• Communicate issue status, workarounds, and resolution timelines to customers with clarity and professionalism—managing expectations proactively, especially on multi-day cases.
• Escalate customer relationship risks or churn signals to the Support Lead and, when appropriate, coordinate with Customer Success.
• Monitor and report on recurring issue patterns, systemic product defects, and customer pain points to the Support Lead on a regular cadence.
• Recommend process improvements, workflow changes, or knowledge base additions based on frontline observations.
• Participate actively in team retrospectives and support improvement initiatives.
• Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI) as part of daily responsibilities.
• Ensure all tickets, escalations, and customer interactions are documented thoroughly and accurately in Salesforce and JIRA.

Requirements

• 3+ years of customer support or technical support experience, with at least 1 year in a Tier 2 or advanced support role.
• Demonstrated ability to independently investigate and resolve complex application and workflow issues in a SaaS environment.
• Experience with clinical trial management systems, electronic data capture (EDC), or healthcare IT software strongly preferred.
• Proficiency with Salesforce (case management) and JIRA or equivalent ticketing and project management tools.
• Strong analytical and conceptual thinking skills; able to interpret ambiguous issues and identify root causes.
• Excellent written and verbal communication skills, including the ability to communicate technical findings to non-technical users.
• Demonstrated ability to mentor peers and contribute to team knowledge-sharing.

Qualifications

• Associate or bachelor’s degree in a related field; clinical research, health sciences, or information technology preferred.

Skills

• Exposure to clinical research regulatory requirements (GCP, 21 CFR Part 11, HIPAA).

Benefits

• Health insurance
• Long-term disability
• Life insurance
• Unlimited Paid Time Off
• 10 paid Holidays
• Paid Parental Leave
• Work Anniversary Bonus
• Monthly $100 Connectivity Stipend Reimbursement
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

Pay

The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.

Schedule

Not specified