Technical Support Engineer (US)

King of Prussia, United States

CluePoints is a fast-growing company and the premier provider of Risk-Based Monitoring and Data Quality Oversight solutions to Bio-Pharmaceutical and Medical Device organizations. Our products utilize advanced statistical algorithms to determine the quality of clinical trial data both during and following study execution. The value of CluePoints lies in its powerful and timely ability to identify anomalous data and site errors allowing highly efficient site monitoring and a significant reduction in overall regulatory submission risk. CluePoints is seeking outstanding candidates with strong clinical data and analytics skills and a passion for delivery excellence, to help drive customer success and broad adoption of the CluePoints solution.


What You Will Be Doing


Your primary responsibilities as Technical Support Engineer are to provide high-quality support to end-users by identifying, researching and resolving problems and issues with first our SaaS web application and second, connection to third-party Application Programming Interface (API).

You will provide in-depth technical product support by troubleshooting live with end customers and/or by using log, performing calls to third-party API.

You will take an active role in identifying defects and providing technical guidance to various internal stakeholders.


To be fully efficient in the job, you are able to :


  • Present complex technical information to non-technical audiences
  • Leverage logs and monitoring tools troubleshoot issues related to our web application and its integrations
  • Reproduce technical problems, diagnose causes, identify temporary solutions and communicate status updates to customers and development team
  • Follow-up end-to-end on the issues reported by the customers and assess the severity/customer impact of the issues.


What You Need for this Position 


  • Good knowledge of Web Services technologies (REST, SOAP)
  • Experience with SaaS web application debugging
  • Ability to learn new technologies quickly and with minimal guidance
  • Experience and ability to work well in a team environment as well as independently
  • Attention to details, sharp analytical and problem-solving skills
  • Strong e-project management skills
  • Data and quality minded
  • Passion for data and attention to details
  • Customer service oriented 

Preferred qualifications

  • Experience with API and debugging process is a must
  • Experience with one of the following EDC API is a big plus

o   Omnicomm Trialmaster

o   Oracle Inform

o   Medidata Rave

  • Experience in the Pharmaceutical / Healthcare/Clinical industry a plus
  • Knowledge of the ODM-XML Standard format is a plus


Qualification Needed 


  • College degree in Business Administration: Information Systems and Technology, Computer Information Tehnology, Computer sciences or related field
  • 2 years minimum of experience as first/second line technical support in a SaaS environment is a must
  • Excellent English oral and written communication skills


What we offer / Reasons to work with Us


  • A challenging and rewarding job in an ambitious and fast-paced technology scale-up that has received many national and international awards including “Scale-Up of the year 2019”!
  • An opportunity to work in an internationally focused, fast-growing, multi-disciplinary company
  • On top of that, we offer a competitive salary, a Geek & Start-up atmosphere, some perks such as: free drinks, cookies and fruits - if you want to go the healthy road
  • flat hierarchy