Overview
Signant Health is a global evidence generation company.
We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof.
Working at Signant Health puts you in the very heart of the world’s most exciting sector - a high-growth, dynamic company in an extraordinary industry.
Role Purpose
The R&D Support Engineer provides excellent internal customer service and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.
Responsibilities
- Investigates and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.
- Collaborates with Product Management, Operations teams and R&D teams to ensure high quality support services for internal customers.
- Assists, manages and triages incidents and service requests for R&D support.
- Determines root cause of issues.
- Verifies that all necessary requirements, incident details, sample data, and other supporting information are provided with each incident or service request submitted.
- Possesses or quickly gains detailed knowledge of the company’s products to effectively document and support the products.
- Tracks progress of R&D support tickets with a focus on meeting delivery deadlines.
- Collaborates with R&D teams to ensure appropriate resources are engaged for timely action and proper traction.
- Communicates proactively with internal customers to provide status updates.
- Provides data and reporting on R&D support ticket status as needed.
Decision Making and Influence
- Helps to manage overall prioritizations between production incidents/problems, releases, and new product implementations.
- Helps to develop and implement the overall management process for incident management.
- Advises management on situations that may require additional support or escalation.
- Follows up with internal customers to identify areas of improvement.
- Other responsibilities will be assigned as required.
You’ll need to bring
- Bachelor’s Degree in software engineering or computer science required.
Master’s Degree is a plus.
- Minimum of four years’ experience in a software development environment.
- Strong experience working directly with customers.
- Basic knowledge of web services and API.
- Understanding of SQL language.
- Basic knowledge of scripting languages (Perl, Shell).
- Good understanding of computer systems, mobile devices and other tech products.
- Strong analytical and organizational skills.
- Problem-solving attitude and motivation to achieve the company’s goals and objectives.
- Ability to learn quickly and adapt to change.
- Strong and collaborative work ethic, team-oriented, high integrity and critical thinker.
- Strong communication and interpersonal skills.
- Ability to communicate technical issues to non-technical business colleagues.
- Passion and demonstrated ability for continuous process improvement.
- Excellent decision-making skills.
Desirable
- Experience working in an Agile Development environment.
Location
Santiago, RM, Chile
Language
Resumes must be submitted in English.
Ready to join the adventure?
Apply now and be a part of Signant Health’s exciting journey!
At Signant Health, accepting difference isn’t enough—we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community.
Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
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