Product Support Specialist

Product Support Specialist

Client is a Software-as-a-Service (SaaS) solutions provider to the life sciences industry. We deliver innovative, data enabling technologies (i.e., software) that provide biotech/pharma (R&D) teams with enterprise-level access to sample/biomarker data management solutions & analytics, information, insight & reporting capabilities. Our end-to-end (from sample collection to biomarker data) suite of solutions are focused on providing sponsors information (data with context) – we do this by connecting biospecimen, assay as well as clinical data sources in a secure and scalable cloud-based infrastructure, enabling seamless, automated data management workflows, key insight development, improved collaboration, and the ability to make faster, more informed decisions.

Position Summary

As we continue to expand our Product Support team, we are seeking an experienced Product Support specialist. This role will be responsible for supporting pharma and biotech customers, reviewing and triaging Product Support tickets, troubleshooting customer issues, and serve as the technical subject matter expert on customer data and technical systems. This role will support solutions within Client's product portfolio, including but not limited to the Enterprise Data Platform (EDP), virtual Sample Inventory Management (vSIM) and enterprise Biomarker Data Management (eBDM) products.

Key Responsibilities

• Gain an understanding of the implementation of various products for customers by working closely with Client's Managed Services teams and customers.
• Review and triage Product Support requests coming in through Client's Product Support Portal
• Provide feedback to customers on best practices related to our products.
• Provide technical feedback to address specific customer challenges.
• Review existing documentation and provide feedback on documentation enhancements.
• Performs work on problems of moderate scope requiring collaboration with various teams to review and modify source code.
• Manage projects and initiatives with moderate complexity.
• Continuously improve skills and stay up to date with emerging best practices.

Qualifications

• Bachelor's degree related field and a minimum of 5 years of relevant work experience in clinical data management, translational science, bioinformatics, biomedical research, data science, data engineering with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience.
• 3+ years experience working in a customer-facing role (e.g., internal and/or external).
• 3+ years experience supporting technical projects.
• Proficiency with R or Python required.
• Proficiency in Linux and Windows programming environments for troubleshooting
• Understanding of networking concepts
• Understanding of API concepts
• Ability to troubleshoot methodically, identifying and applying fixes for known errors, and when necessary, capacity to think outside of the box to resolve complex issues.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.

Preferred Qualifications

• Domain expertise in bioinformatics preferred.
• Experience with R Shiny

About Us: InterSources Inc

InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.