Support Specialist / Engineer (US)
TLDR
Support a global team by delivering high-quality technical support for the uMotif clinical trial platform, enhancing processes, and ensuring compliance with regulatory requirements.
The Role
uMotif is seeking a Support Specialist to join our Customer Support team and help deliver reliable, high-quality support for users of the uMotif clinical trial platform.
This role is ideal for a technically skilled support professional with experience in clinical data systems, SQL-based data analysis, and troubleshooting complex platform issues. You will work closely with cross-functional teams to resolve technical problems, support clinical trials, and improve the tools and processes that underpin our support operations.
Working remotely from the US, you will support customers during business hours while collaborating closely with our globally distributed team across Europe and North America.
The successful candidate will be proactive, detail-oriented, and comfortable operating in a fast-paced environment where solving technical challenges and ensuring excellent customer outcomes are key priorities.
What will you do?
Technical Support & Issue Resolution
· Provide day-to-day technical support for the uMotif clinical trial data capture platform.
· Investigate, triage, and resolve technical issues using Jira Service Management and other internal systems.
· Collaborate with engineering, product, and clinical operations teams to resolve issues efficiently.
· Maintain clear and accurate documentation of support interactions and solutions.
Clinical Trial Support & Compliance
· Support ongoing clinical trials by troubleshooting user and system issues affecting investigators, healthcare professionals, and study participants.
· Provide professional and empathetic communication with users while maintaining compliance and documentation standards.
Data Reconciliation & Analysis
· Perform data reconciliation between uMotif captured data and external study EDC systems.
· Execute protocol-guided data updates and corrections where required.
· Extract, manipulate, and report on clinical trial data using SQL and database tools.
Process Improvement & Automation
· Identify opportunities to improve support processes, tooling, and automation.
· Contribute to the adoption of AI tools and automation technologies to enhance support efficiency.
· Help develop internal tooling or scripts where appropriate.
What you need to succeed
- 2+ years’ experience working in Clinical Trials, Life Sciences, Real World Evidence platforms, Pharmacovigilance, or digital health systems
- Strong SQL/database experience (2+ years) including scripting, data extraction, transformation, and analysis
- Experience supporting data capture or clinical trial platforms
- Strong troubleshooting and analytical skills
- Experience working with ticketing/support systems such as Jira Service Management
- Excellent written and verbal communication skills
- Comfortable interacting with healthcare professionals and clinical research teams
- Strong understanding of data protection and regulatory requirements, including: GCP, 21 CFR Part 11 & GDPR
Why uMotif?
- Unlimited Paid Time Off
- 401(k) Retirement Plan contribution
- Majority company funded benefits package incorporating: Health, Dental and Medex2 coverage, and a selection of Vision plans
- Life and AD&D Insurance fully covered by uMotif
- Remote working solutions
- Work From Home allowance
uMotif is an equal opportunity employer
No Recruiters PleaseuMotif builds a modern capture platform that enhances the clinical trial experience by providing innovative data capture solutions loved by patients. We cater to the healthcare sector, focusing on improving clinical trials with high-quality support and effective technology for data analysis.