{"id":2622013,"url":"https://alion.io/job/eclinical-solutions-product-support-engineer-ii","title":"Product Support Engineer II","company":{"id":2817,"name":"eClinical Solutions","domain":"eclinicalsol.com","url":"https://alion.io/company/eclinical-solutions","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":10,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":78,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-15T13:00:09Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-21T03:58:03Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud - the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. \nOVERVIEW\nThe Product Support Engineer II a key member of the support team providing first level assistance to eClinical Solutions’ elluminate® clients. The primary responsibility of this role is to provide support to end-users by identifying, researching, and resolving problems and issues. Communicate directly with customers to gather information, resolve, or escalate issues and manage the support ticket life cycle and has the ability to quickly learn different applications, technologies and apply that knowledge to resolve issues quickly. Throughout the support ticket process, you are responsible for regular updates on ticket status, keeping the customer informed and ensuring customer satisfaction with the support process.\nKEY TASKS & RESPONSIBILITIES \nRespond to incoming support tickets and emails in an effective and efficient manner\nIdentify, troubleshoot, and resolve all client problems, questions, and concerns within defined service level agreements (SLAs)\nDocument, track and monitor the client’s problems and issues to ensure a timely resolution\nCoordinate and manage new software upgrade rollout plans\nEscalates unresolved problems to Tier 2 technical staff.\n24*7 Availability for supporting the clients\nTrain and Mentor, the Product support engineer 1\nProvide instruction to users on new product features.\nQuickly analyze customer problems/issues, walk it through step-by-step resolution procedures, and accurately logs issue details in the issue tracking system.\nEducation Experience: \nBachelor’s degree or equivalent work experience preferred\n2+ years’ experience in a customer support role preferred\nExcellent knowledge of English\nProfessional Skills & Experience:\nPrior experience in a customer support organization preferred\nPossess strong phone, written and verbal communication skills with excellent presentation skills\nConfident, high energy, self-motivated and a true team player\nDemonstrated ability and desire to work and excel in fast-paced environment\nA ‘do what it takes’ attitude, to drive user adoption and each customer’s success\nExcellent multitasking skills\nAbility to understand and articulate technical concepts and derive solutions\nWell-organized, with a high attention to detail and ability to prioritize\nPC skills including full MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint).\nETL experience with SQL Server, ETL and Data Warehouse development is a plus\nKnowledge of clinical trial data is a plus\nAccelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!\neClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!\nWe are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.","description_format":"text","description_chars":3658,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Clinical Trial Services (CRO)","Clinical Trial Software"],"lifecycle":[{"event":"open","at":"2026-10-15T13:45:03Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":78,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/eclinical-solutions-product-support-engineer-ii","json_url":"https://alion.io/job/eclinical-solutions-product-support-engineer-ii.json","meta":{"generated_at":"2026-10-21T06:53:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9729,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2817},"rest":"https://alion.io/mcp/rest/get_company?id=2817"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feclinical-solutions-product-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feclinical-solutions-product-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feclinical-solutions-product-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eclinical-solutions-product-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feclinical-solutions-product-support-engineer-ii"}]}