{"id":123887,"url":"https://alion.io/job/endpoint-clinical-production-support-analyst","title":"Production Support Analyst","company":{"id":959,"name":"Endpoint Clinical","domain":"endpointclinical.com","url":"https://alion.io/company/endpoint-clinical","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":73,"open_postings":19,"ghost_share":0.368,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":16500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-06-08T07:15:10Z","employer_posted_date":"2026-06-08","last_verified_at":"2026-10-19T20:37:11Z","board_verified":true,"closed_at":null,"days_open":133,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":132},"description":"The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed.\nResponsibilities:\nProvide excellent customer service to end users of endpoint IRT systems.\nTriage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe.\nTroubleshoot technical and non-technical issues using documentation, system configuration, and other resources\nDocument all incoming queries in endpoint’s ticketing system.\nEscalate to internal teams when issues cannot be resolved within the support team.\nReview data change requests for clarity, completeness and impact.\nCollaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request.\nMake minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration\nParticipates in conference calls and/or meetings with internal and external teams as needed.\nOrganize own workspace and deadlines to ensure timely completion of tasks.\nProvide guidance and mentoring to associate PSAs.\nCreate and submit training and knowledgebase for review by senior or lead PSA.\nDemonstrate appropriate decision-making and strong IRT trouble-shooting skills\nVerify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request.\nThis position requires weekend and holiday coverage.\nPerform other duties as required.\nExperience:\n2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email.\nIdeal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need.\nA proven ability to understand technical concepts and learn very quickly, including experience with SQL databases.\nSome experience in the life science industry preferred.\nHigh-level of attention to detail with excellent organizational skills and ability to multi-task.\nStrong interpersonal skills with the ability to work effectively with a wide variety of professionals.\nPrevious experience working in a fast-paced, support-oriented environment.\nPrior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal.\nAbility to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.\nSkills:\nStrong attention to detail\nExcellent organizational and time management skills\nExcellent verbal and written communication skills\nTechnical aptitude\nAdaptability/flexibility in a changeable, fast-paced environment\nAbility to learn and apply new skills quickly\nCritical thinking\nEducation:\nBA/BS Degree and/or appropriate 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