Technical Services Engineer - Site Infrastructure & Enablement

Technical Services Engineer – Site Infrastructure & Enablement Cambridge, Massachusetts, United States, New York, New York, United States Iterative Health is a healthcare technology and services company powering the acceleration of clinical research to transform patient outcomes. We built a leading performance-driven network of 100+ sites across the US, Europe, India, and Australia, conducting research directly in the communities where care is delivered across gastrointestinal, hepatology, obesity, and cardiology. By combining deep clinical trial expertise with cutting-edge AI, we connect sponsors' scientific ambitions with high-performing research teams that expedite and expand access to novel therapeutics for patients in need. Today, Iterative Health is headquartered in Cambridge, Massachusetts, and New York City with 250+ employees world-wide. As a Technical Services Engineer – Site Infrastructure & Enablement at Iterative Health, you will help ensure our managed clinical research sites have the technical, operational, equipment, and ancillary-service support needed to launch and operate efficiently. In this role, you'll partner closely with Site Operations, Clinical Operations, IT, Quality, Regulatory, Clinical Systems, and external vendors to support day-to-day site needs and coordinate the technology, equipment, systems, services, and workflows required across our growing network of managed research sites. This role is ideal for someone who combines strong customer service and problem-solving skills with clinical research, healthcare operations, or technical support experience and who is comfortable taking ownership of requests from identification through resolution. Where You’ll Drive Impact Own Tier 1 support for all managed sites, serving as a primary point of contact for site questions, requests, and issues; triaging requests, resolving issues within scope, coordinating escalation when needed, and following requests through resolution. Own medical equipment support and requests for site build-outs, including identifying equipment needs, coordinating requests, tracking status, and working with internal stakeholders and external vendors to support new and existing sites. Own identification of ancillary-services vendors for managed sites, including researching potential vendors, assessing service capabilities and site requirements, coordinating vendor engagement, and supporting establishment of required services. Provide backup pre-screening support until additional dedicated pre-screening resources are hired, using established study criteria, workflows, systems, and escalation pathways. Triage and support resolution of technical requests for all managed sites, coordinating across internal teams, vendors, and site personnel as needed to troubleshoot and resolve hardware, software, system, connectivity, equipment, and other technology-related issues. Support procurement and logistics for all managed sites, including purchasing coordination, shipping, receiving, inventory, equipment movement, replacement, and related logistics required to support site operations. Support equipment installation and setup for new site build-outs, including medical and technical equipment, and coordinate with site personnel, vendors, IT, and other stakeholders to ensure equipment is installed, configured, documented, and operational. Document Site Infrastructure & Enablement processes including but not limited to site configurations, equipment and vendor information, support procedures, and knowledge resources to improve consistency, scalability, and operational efficiency. Partner with Site Operations, Clinical Operations, IT, Quality, Regulatory, and other stakeholders to identify and implement improvements to site-support processes. Travel periodically to managed clinical sites to support site build-outs, equipment installations, troubleshooting, and other onsite activities. Perform related duties as requested. What You Bring to the Team Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration, Clinical Research, Life Sciences, Business Operations, or a related field, or equivalent professional experience. 3+ years of relevant experience supporting clinical research sites, healthcare operations, technical services, field support, IT, or comparable multi-site environments. Demonstrated ability to independently own Tier 1 support requests from intake through resolution, including triage, troubleshooting, escalation, stakeholder communication, and follow-up. Experience supporting clinical or healthcare technology, including end-user hardware, software, peripherals, connectivity, applications, EHRs, and other site systems. Experience supporting site equipment and technology throughout the lifecycle, including procurement, inventory, shipping, deployment, installation, troubleshooting, replacement, and asset management. Experience coordinating with external vendors and service providers, including equipment installation, service delivery, vendor assessments, and MSA or similar contracting workflows. Working knowledge of clinical research site operations and workflows, with the ability to support site enablement, pre-startup activities, and study readiness. Experience working with EHRs, clinical systems, or healthcare data, including using patient-population queries to support site selection or pre-startup activities. Ability to provide backup pre-screening support using established study criteria, processes, systems, and escalation pathways. Strong troubleshooting, analytical, organizational, and root-cause-analysis skills, with demonstrated ownership and ability to operate independently. Excellent written and verbal communication skills with a customer- and site-service-oriented mindset. Ability to prioritize multiple requests and projects in a fast-paced, rapidly changing environment while collaborating effectively across functional teams. Willingness to travel to managed clinical sites as needed. Preferred Qualifications Experience completing or supporting Feasibility Questionnaires, Vendor Assessments, and InfoSec Assessments for clinical research sites and studies. Experience providing Tier 1 support for Compliance and Quality Management Systems, including familiarity with Computer System Validation (CSV) and 21 CFR Part 11 validation requirements. Experience administering or supporting clinical research systems and applications, including RealTime, CRIO, CTMS, Salesforce, and EHR integrations. Experience deploying and managing CTMS templates, including study, financial, and eSource templates, and supporting Salesforce data integrity, dashboards, and verification/validation. Experience supporting EHR integration implementation, video-recording workflows, and other specialized clinical technology across sites and vendors. Experience working directly with clinical research sites, investigators, research coordinators, sponsors, CROs, and/or clinical-service vendors. Familiarity with GCP, clinical research regulatory requirements, data privacy, and healthcare technology environments. Experience supporting technology and operations across a multi-site healthcare or clinical research organization. What Success Looks Like Within your first year, you will: Successfully deploy technology infrastructure for new clinical research sites. Improve response and resolution times for technical support requests. Standardize IT deployments and documentation across the site network. Help strengthen endpoint security and device compliance across the organization. Build trusted relationships with clinical teams by delivering responsive, high-quality technical support. Contribute to scalable infrastructure that supports Iterative Health's continued growth. How We Work Collaborative and low-ego team environment High ownership and accountability culture Fast-paced and highly iterative growth environment Open communication and continuous learning mindset Mission-driven organization focused on improving patient outcomes Comfortable navigating evolving business priorities and opportunities Benefits That Support You We believe great teams do their best work when they feel supported — professionally and personally. Hybrid work environment with in-office collaboration two days per week in either our NYC or Boston office Comprehensive medical, dental, and vision coverage, with up to 80% of premiums covered by Iterative Health Mental health and wellness support through Spring Health Health HSA or FSA options, and commuter FSA contributions supported by Iterative Health Unlimited PTO, 12 company holidays, and a company-wide shutdown between Christmas and New Years 401(k) program with a company match of up to 3% (up to $3,000 annually) Weekly in-office lunch benefit every Tuesday 100% company-paid short-term and long-term disability coverage Annual wellness and professional development stipend to support your health and growth And more! New York pay range

$85,000 - $115,000 USD

At Iterative Health, we’re actively working towards creating an environment that is representative of the diversity of patients our technology serves. We are focused on building an equitable and inclusive culture, and by extension, hiring process. If you require any accommodations to make the application process or interviewing experience more accessible to you, please contact View email address on click.appcast.io. Equal Employment Opportunity Statement Iterative Health (the “Company”) is proud to be an equal opportunity employer, and is committed to providing equal employment opportunities to all employees and applicants without regard to actual and/or perceived: race; color; national origin; religion; age; sex (including pregnancy, childbirth, breastfeeding, and related medical conditions); gender identity or expression (including transgender status); affectional or sexual orientation; disability (mental and physical); atypical hereditary cellular or blood trait or genetic information (including family medical history); uniform service member and veteran status; participation in legally protected conduct or making a complaint relating to unlawful conduct; and any other characteristic or conduct protected by applicable federal, state, or local law. Applicant’s Statement I certify that the answers given to the questions and the statements made (including statements on the attached resume, and inserted forms, if any) on this application and in the hiring process are true. I understand that a false statement, a false answer, an omission, or a misleading statement may result in a decision not to hire me, the withdrawal of any offer of employment, or the termination of my employment with Company regardless of when such false, misleading, or erroneous information is discovered. I understand that if hired, unless I am employed under a specific written contract or collective bargaining agreement, my employment will be “at will” and that my employment may be terminated at any time with or without cause and with or without notice. I understand that no representative of the Company has any authority to make any assurances, representations or promises contrary to the “at-will” nature of my employment unless it is in writing signed by an authorized officer of Iterative Health. I understand that I may terminate my employment with or without cause and with or without notice at any time. I further agree that Company reserves the right to make unilateral changes to the terms and conditions of my employment. I authorize Company to investigate my references and communicate with my former employers concerning my employment unless specifically stated otherwise in this application. I authorize all individuals, schools, and employers named, and all financial institutions, law enforcement agencies, and all persons except as specifically limited on this application to provide information requested about me, and I promise I will not bring any legal claims or actions against my current or former employers due to their responses to any job reference request. I further understand that the completion of an application is a preliminary step to employment. It does not obligate Company to offer employment to me, or for me to accept employment. I further acknowledge that if offered employment, any offer of employment may be a conditional offer of employment pending successful completion of a drug screening and/or background check. Any consideration of the background check will be tailored to the requirements of the job. FOR MASSACHUSETTS APPLICANTS : IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY. FOR RHODE ISLAND APPLICANTS : IF YOU PROVIDE FALSE INFORMATION ABOUT YOUR ABILITY TO PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB, WITH OR WITHOUT ACCOMMODATIONS, YOU MAY BE BARRED FROM FILING A CLAIM UNDER the provisions of the Workers’ Compensation Act of the State of Rhode Island. #J-18808-Ljbffr Iterative Health