Job Title: Senior Technical Support Engineer – Research Solutions
Location
Boston, MA OR Raleigh, NC
Schedule
Hybrid – 3 days onsite required
Pay Rate
$65–$68/hour
Employment Type
6-month contract-to-hire
Position Overview
We are seeking a highly motivated Senior Technical Support Engineer to manage and resolve complex customer issues across software, cloud, and integration environments within research-focused solutions. This role requires strong troubleshooting skills, the ability to analyze backend code, and experience working with APIs, data, and cloud infrastructure. The ideal candidate thrives in a fast-paced environment and takes full ownership of issues from identification through resolution.
Key Responsibilities
- Own and manage the full lifecycle of technical customer issues, including reproduction, investigation, and resolution
- Analyze and troubleshoot customer-reported issues by reviewing backend object-oriented code
- Identify root causes and implement solutions, including security and permissions configuration updates
- Troubleshoot and resolve software API and system integration issues
- Perform cloud operations, including creating and managing storage buckets, virtual machines, and access controls
- Drive operational efficiency by identifying improvements in processes, tools, and product functionality
- Develop and maintain playbooks, documentation, and knowledge base articles to streamline issue resolution
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Mathematics, Statistics, or a related field
- 3+ years of experience troubleshooting object-oriented code (Java, Scala, and/or Python preferred)
- 3+ years of experience working with SQL, including diagnosing and resolving data-related issues
- Proficiency with version control tools such as GitHub
Preferred Qualifications
- 4+ years of experience supporting healthcare or life sciences technology
- Experience with eClinical or clinical research software systems
- Experience working with highly regulated software environments
- Familiarity with healthcare integrations such as Redox and/or Epic
- Experience working with FHIR (Fast Healthcare Interoperability Resources)
- Experience leveraging AI tools to improve support efficiency and workflows
