{"id":4188346,"url":"https://alion.io/job/paradigm-health-technical-support-engineer","title":"Technical Support Engineer","company":{"id":40060,"name":"Paradigm Health","domain":"paradigmhealth.ai","url":"https://alion.io/company/paradigmhealth","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":70,"open_postings":10,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Columbus, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 11","optional":false},{"name":"ETL/ELT","optional":false},{"name":"FHIR","optional":false},{"name":"HIPAA","optional":false},{"name":"HL7","optional":false},{"name":"LLM","optional":false},{"name":"Medidata Rave","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Veeva","optional":false}],"status":"live","first_seen_at":"2026-11-12T15:52:18Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T18:52:32Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nOur 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.\nAbout the role:\nThis 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.\nWhat you’ll do:\nTriage & First-Response\nServe as the primary contact for inbound support tickets from research sites, sponsor teams, and Clinical Operations staff via Zendesk\n\nCategorize, prioritize, and resolve common break-fix issues - login/access, account provisioning, platform navigation, standard trial workflow questions - within defined SLAs\n\nMonitor standard trial SLA milestones (patient surfacing timelines, appointment data receipt) using support dashboards; proactively flag anomalies before sites escalate\n\nProvide timely, clear, and professional responses to clinical coordinators, PIs, and sponsor program managers - often non-technical users - with appropriate context and next steps\n\nComplex Investigation & Root Cause Analysis\nInvestigate 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\n\nDiagnose interface-related issues (SIU feeds, HL7/FHIR file delivery, ingest delays) by reviewing interface go-live timelines, delivery logs, and ingestion history\n\nTriage 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)\n\nPerform root cause analysis and produce clear summaries for both external users (sites and sponsors) and internal stakeholders (Engineering, Product, Technical Services)\n\nTooling, Automation & Continuous Improvement\nBuild and maintain internal support tooling: investigation dashboards, triage applications, and AI-assisted agents that enable faster, more autonomous ticket resolution\n\nImplement and optimize Zendesk configurations to surface actionable metrics - resolution time, ticket priority, and ticket leakage (tickets that escalate beyond Support) - and drive continuous improvement\n\nIdentify recurring issue patterns and build automated detection and response workflows where appropriate\n\nMaintain and expand the internal knowledge base: runbooks, issue playbooks, escalation criteria, and resolution documentation\n\nParticipate in UAT and product release cycles to anticipate new support scenarios and update tooling proactively\n\nCross-Functional Collaboration\nServe as the liaison between the Support function and Engineering, Product, Informatics, and Technical Services - translating ticket patterns into structured defect reports and product feedback\n\nMaintain accurate ticket records; apply consistent tagging, priority, and resolution codes to enable downstream analytics and trend identification\n\nTrack and report on core support KPIs: first-contact resolution rate, mean resolution time, escalation-to-engineering ratio, and ticket leakage rate\n\nWho you are:\nRequired\nBachelor's degree in health informatics, life sciences, computer science, clinical research, or a related field - or equivalent professional experience\n\n6-9 years in a technical support, data operations, or client-facing technical role; health tech or regulated SaaS environment strongly preferred\n\nWorking knowledge of clinical research operations: IRB, CRF, EDC, site coordinator workflows, patient recruitment lifecycle\n\nHands-on SQL experience - ability to query databases to trace data flow, validate pipeline outputs, and identify missing or anomalous records\n\nFamiliarity with data integration concepts: HL7 (SIU, ADT), FHIR, file-based ETL, interface monitoring\n\nHIPAA compliance knowledge and experience handling PHI in a technology context\n\nProficiency with Zendesk or equivalent support platforms; comfort with configuration and reporting\n\nStrong analytical and written communication skills - able to produce rigorous root cause summaries for both technical and non-technical audiences\n\nPreferred\nExperience building internal tooling, dashboards, or lightweight investigation apps (Python, no-code/low-code, or similar)\n\nExposure to AI/LLM-assisted support tooling, triage agents, or workflow automation\n\nFamiliarity with EHR systems (Epic, Cerner) and how clinical data is structured and delivered\n\nExperience with clinical trial platforms: CTMS, EDC (Medidata, Veeva), IRT, or eConsent systems\n\nUnderstanding of 21 CFR Part 11 (electronic records in regulated clinical environments)\n\nCCRP, CCRA, CPHIMS, or equivalent clinical/health informatics certification\n\nAt 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. 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