Customer Support Analyst

About the Company

REDCap Cloud provides cloud-based products and services that help advance patient-focused clinical research, support the development and commercialization of therapies and medical devices, and contribute to improved standards of care through real-world evidence. The company works with a broad mix of global clients, including life sciences organizations, CROs, universities and research institutions, integrated health systems, public sector agencies, and foundations.

Role Summary

We are hiring a customer-oriented Technical Customer Support Specialist / Customer Support Analyst to support users of our electronic data capture (EDC) SaaS platform. This remote, USA-based role involves troubleshooting product issues, handling customer requests, and working closely with internal teams to drive timely resolutions. The position is full-time and follows standard business hours, 9:00 AM to 5:00 PM Eastern.

Key Responsibilities

• Review, troubleshoot, and resolve issues reported by customers across EDC and reporting tools.
• Carry out root cause analysis and partner with development and operations teams to identify and fix product defects and system problems.
• Communicate with customers by phone, email, and chat, keeping them informed throughout the support process.
• Organize and prioritize support tickets to meet contractual service level commitments.
• Track open cases proactively and ensure consistent follow-up until closure.
• Assist with escalation handling and help spot repeat issues that may require broader corrective action.
• Build and maintain a strong working knowledge of the company’s products, workflows, integrations, and reporting capabilities.
• Contribute content to internal knowledge resources and support documentation.
• Work with Product and Development teams on customer feedback to improve usability, functionality, and product performance.
• Share relevant product updates, enhancements, and best practices with customers based on their use cases.

Required Experience and Skills

• Prior experience in a technical support role, ideally supporting clinical trial EDC systems or reporting platforms.
• Hands-on exposure to EDC tools such as Veeva, Medidata Rave, Oracle, or comparable systems.
• Experience with ticketing or case management tools such as JIRA, Microsoft Dynamics, or similar software.
• Strong diagnostic thinking and problem-solving ability.
• Excellent written and spoken communication skills for both technical and non-technical audiences.
• Ability to juggle several priorities in a fast-moving support environment.
• Customer-first mindset with a focus on delivering a high-quality support experience.

Preferred Qualifications

• A bachelor’s degree in Computer Science, Information Technology, Life Sciences, or a related subject is preferred but not required.
• Experience supporting cloud-based SaaS applications.
• Exposure to analytics and reporting tools such as JReview, Spotfire, Jupyter Labs, or SQL-driven reporting solutions.
• Basic familiarity with APIs, web services, and system integrations, including REST and SOAP.
• Working knowledge of SQL, Python, Java, or similar technologies is an advantage.

Benefits

• Health, dental, and vision insurance.
• Paid time off.
• Parental leave.
• 401(k) retirement plan.
• Flexible scheduling.

Additional Information

This is a full-time remote role based in the United States and aligned to standard business hours, from 9:00 AM to 5:00 PM Eastern. The employer is an equal opportunity employer. All offers are contingent on successful completion of a background check. Applicants must have current and valid authorization to work in the country where they are employed, as sponsorship is not available for this role.