Support Technician I/II

apartmentSuperStaff placePhilippines calendar_month7/25/25

This a Full Remote job, the offer is available from: Philippines

Our mission is to power critical decisions in health care with data science-driven technology.

As a Tier 1 Support Technician I/II, you are the critical first interaction for clients who are seeking support with the Clients Evidence Platform, a modular, data-agnostic analytics platform that powers rigorous real-world evidence generation (RWE).
The primary function of this role is to provide exceptional customer service to users. You will provide thoughtful and personalized product support with a focus on getting how-to questions, clarifications, issues, and requests answered and resolved in a timely, accurate, and concise manner.

The Support team sits at the exciting intersection of Engineering, Product, Science, Data, and Commercial teams. This role offers the opportunity to gain experience with innovative analytical solutions, interface with top biopharma client users, collaborate cross-functionally across internal organizations, and expand your quantitative research knowledge.

ROLE RESPONSIBILITIES:

Triage, clarify, investigate, test, explain, and resolve product questions from users

about applications. User support questions and tasks include user

administration, login issues, technical issues, explaining application features, and

whether a user experience is expected behavior or a bug.

Collaborate internally and thoughtfully with senior Support team members as well as

Engineering, Product, Science, Data, and Commercial colleagues to prioritize,
scope, triage, diagnose, test, escalate, and resolve user issues.

Contribute to internal and external Support documentation (e.g., internal reference

materials, user support site content).

Provide support with scientific research project deliverables for clients (e.g., populating

and double-checking data tables, formatting reports, file requests).

Contribute to continuous efforts and initiatives to improve support processes and

operations by identifying gaps and pain points, and proactively problem-solve and

solution.

Requirements

equired Qualifications

Professional fluency with English - writing and speaking
Ability to work U.S. Eastern Standard Time (EST) business hours [8 PM - 5 AM Philippine

Standard Time (PST) for 8 months and 9 PM - 6 AM PST for four months due to Daylight Savings , with the possibility of periodic Central European business hours (3 PM - 12 AM PST) after demonstrating consistent proficiency and reliability

Strong attention to detail
Excellent written & oral communication
Strong problem-solving, critical thinking skills
Ability to juggle and prioritize competing tasks
Organizational, time-management, and planning skills
Proactive and inquisitive (e.g., asking questions, learning new

skills/technology/software)

Experience with Microsoft/Google Suite (e.g., pivot tables and filters in spreadsheets)
Working knowledge of a programming language (ideally Python or R)

Preferred Qualifications

Self-driven and independent, and also eager to collaborate in a team environment
Strong documentation/note-taking
Solutions and process improvement oriented
Experience with technical software user support
Experience with client/user interaction/service/support/success
Experience with cross-functional interactions
Has enthusiasm, passion, and a positive attitude
We understand that not everyone will meet all the above qualifications on day one. As a team of lifelong learners, we encourage you to apply if you are passionate about the role and want to grow your skills. We are excited to meet people who believe in missions that and can contribute to our team in a variety of ways.

Benefits

HMO with 1 free dependent upon hire
Life Insurance
20 PTO credits annually
Night Differential
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learning
A laptop will be provided by the company
Night Shift
Work-from-home after onsite training

This offer from "SuperStaff" has been enriched by Jobgether.com and got a 72% flex score.

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