Technical Support Engineer

Paradigm Health is rebuilding the clinical research ecosystem by enabling equitable access to trials for all patients. Our platform enhances trial efficiency and reduces the barriers to participation for healthcare providers. Incubated by ARCH Venture Partners and backed by leading healthcare and life sciences investors, Paradigm’s seamless infrastructure implemented at healthcare provider organizations, will bring potentially life-saving therapies to patients faster.

Our team hails from a broad range of disciplines and is committed to the company’s mission to create equitable access to clinical trials for any patient, anywhere. Join us, and bring your expertise, passion, creativity, and drive as we work together to realize this mission.

About the role:

This is a hybrid role that blends the responsiveness of Tier 1 support with the technical depth of Tier 2. You will build and leverage purpose-built dashboards, investigation tooling, and AI-assisted agents to resolve the majority of tickets autonomously - reducing Engineering and Product dependency - while also serving as the internal expert who diagnoses root causes and drives continuous improvement in how support operates.

What you’ll do:

Triage & First-Response

• Serve as the primary contact for inbound support tickets from research sites, sponsor teams, and Clinical Operations staff via Zendesk

• Categorize, prioritize, and resolve common break-fix issues - login/access, account provisioning, platform navigation, standard trial workflow questions - within defined SLAs

• Monitor standard trial SLA milestones (patient surfacing timelines, appointment data receipt) using support dashboards; proactively flag anomalies before sites escalate

• Provide timely, clear, and professional responses to clinical coordinators, PIs, and sponsor program managers - often non-technical users - with appropriate context and next steps

Complex Investigation & Root Cause Analysis

• Investigate data discrepancies across the full pipeline: EHR/interface ingestion, department data filters, patient matching logic, and app-layer presentation - determining whether issues are isolated, site-specific, or systemic

• Diagnose interface-related issues (SIU feeds, HL7/FHIR file delivery, ingest delays) by reviewing interface go-live timelines, delivery logs, and ingestion history

• Triage patient-trial identification feedback - a high-frequency, high-complexity scenario - by examining data across interfaces, pipelines, and the application, and routing findings to the appropriate team (data discrepancy, trial configuration, pipeline bug, or app bug)

• Perform root cause analysis and produce clear summaries for both external users (sites and sponsors) and internal stakeholders (Engineering, Product, Technical Services)

Tooling, Automation & Continuous Improvement

• Build and maintain internal support tooling: investigation dashboards, triage applications, and AI-assisted agents that enable faster, more autonomous ticket resolution

• Implement and optimize Zendesk configurations to surface actionable metrics - resolution time, ticket priority, and ticket leakage (tickets that escalate beyond Support) - and drive continuous improvement

• Identify recurring issue patterns and build automated detection and response workflows where appropriate

• Maintain and expand the internal knowledge base: runbooks, issue playbooks, escalation criteria, and resolution documentation

• Participate in UAT and product release cycles to anticipate new support scenarios and update tooling proactively

Cross-Functional Collaboration

• Serve as the liaison between the Support function and Engineering, Product, Informatics, and Technical Services - translating ticket patterns into structured defect reports and product feedback

• Maintain accurate ticket records; apply consistent tagging, priority, and resolution codes to enable downstream analytics and trend identification

• Track and report on core support KPIs: first-contact resolution rate, mean resolution time, escalation-to-engineering ratio, and ticket leakage rate

Who you are:

Required

• Bachelor's degree in health informatics, life sciences, computer science, clinical research, or a related field - or equivalent professional experience

• 6-9 years in a technical support, data operations, or client-facing technical role; health tech or regulated SaaS environment strongly preferred

• Working knowledge of clinical research operations: IRB, CRF, EDC, site coordinator workflows, patient recruitment lifecycle

• Hands-on SQL experience - ability to query databases to trace data flow, validate pipeline outputs, and identify missing or anomalous records

• Familiarity with data integration concepts: HL7 (SIU, ADT), FHIR, file-based ETL, interface monitoring

• HIPAA compliance knowledge and experience handling PHI in a technology context

• Proficiency with Zendesk or equivalent support platforms; comfort with configuration and reporting

• Strong analytical and written communication skills - able to produce rigorous root cause summaries for both technical and non-technical audiences

Preferred

• Experience building internal tooling, dashboards, or lightweight investigation apps (Python, no-code/low-code, or similar)

• Exposure to AI/LLM-assisted support tooling, triage agents, or workflow automation

• Familiarity with EHR systems (Epic, Cerner) and how clinical data is structured and delivered

• Experience with clinical trial platforms: CTMS, EDC (Medidata, Veeva), IRT, or eConsent systems

• Understanding of 21 CFR Part 11 (electronic records in regulated clinical environments)

• CCRP, CCRA, CPHIMS, or equivalent clinical/health informatics certification

At Paradigm Health, we are committed to providing equal employment opportunities to all qualified individuals. We encourage and welcome candidates from all backgrounds and perspectives to apply for our open positions. We are interested in all qualified individuals and ensure that all employment decisions are based on job-related factors such as skills, experience, and qualifications.