Product Support Engineer

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture 

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. 

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

The Product Support Engineer works closely with our call center staff to diagnose issues and determine their proper handling. In addition, Product Support Engineers manage data import projects from Advarra customers who are migrating data from other systems.

Job Duties & Responsibilities 

• Work with other support teams to troubleshoot complex application issues reported by customers.
• Provide solutions or escalate to appropriate development team internally.
• Develop SQL scripts to add/modify/delete data as necessary.
• Develop custom reports according to customers’ requirements.
• Perform data exports.
• Create and maintain internal process documents.
• Perform other job duties as assigned.

Location

This role is open to candidates working remotely in the United States.

Basic Qualifications 

• Familiar with relational database concepts
• Familiar with SQL
• Familiar with object-oriented programming language
• Understanding of modern software design concepts

Preferred Qualifications

• Bachelor’s degree in Management Information Systems (MIS), Information Technology, or computer-related field
• Experience with troubleshooting complex applications.
• Experience or Education related to .NET web application development.
• Ability to show compassion for customers, even under stressful circumstances.
• Strong interpersonal and communication skills (verbal & written).
• Creativity and logical thinking skills.
• Ownership for problems through complete resolution.
• Ability to work on multiple projects concurrently.
• Advanced knowledge of Microsoft Excel and Microsoft Access.

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Equal Employment Opportunity (EEO) Statement

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.  Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further,

Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. 

Pay Transparency Statement

The base salary range for this role is $61,200 - $104,100.  Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.