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Senior Support Engineer (US)

uMotif
2 days ago
Full-time
Remote
United States
Automation

The Role

uMotif is seeking a Senior Support Engineer 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, engineer or developer 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.

Device Provisioning & Logistics

·       Manage provisioning and configuration of clinical trial devices including smartphones, tablets, glucose monitors, and wearable devices.

·       Configure and manage Mobile Device Management (MDM) systems.

·       Coordinate with global logistics and third-party vendors for device distribution and management.

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

  • 5+ years’ experience working in Clinical Trials, Life Sciences, Real World Evidence platforms, Pharmacovigilance, or digital health systems
  • Strong SQL/database experience (5+ 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

Nice to have

Experience with some of the following technologies is beneficial:

·       AWS services including S3 and CloudWatch

·       AI tooling such as AWS Bedrock or Amazon Nova

·       Python or PHP

·       Command line scripting and automation

·       Tableau or similar data visualisation tools

·       Mobile Device Management (MDM) platforms

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 Please

About us

    

Our Company

uMotif’s mission is to put patients at the centre of research by building data capture solutions people love to use.  Designed with patients for patients, the uMotif platform supports data capture for each phase of clinical research across all therapeutic areas.  Over 22,000 participants use our applications to track and submit e-consent,  symptom, eCOA, ePRO, and wearable device data. With expertise in engaging  patients and fast deployments, we work with ten of the top twenty global  pharmaceutical companies to power large real-world evidence (RWE) and virtual  studies. 

Our core values: 
  • Patients First - We care about patients and put them first; from our products to our business decisions. 
  • Teamwork - Through collaborating with and supporting each other, our customers, and our partners we succeed together. 
  • Innovation - We work innovatively to design, build, and deliver engaging technology. 
Team uMotif are united in our belief that patient-centric thinking, combined with beautiful technology and effective teamwork, can truly change clinical research for the better. We search for mission-driven people who are not afraid to be challenged - who want to tackle demanding problems and embrace innovative ideas. 
 

uMotif is an equal opportunities employer

We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. 
 
We want everyone at uMotif to be comfortable bringing their true self to work. 
 
That means acknowledging your personality, including the quirky bits, and bringing your interests, hopes, dreams, and even fears with you is fine.  Working as a team, we're in this together.