Technical Support Analyst

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🔥 44 minutes ago

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Docuvera

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Docuvera is an AI-powered, validation-ready SaaS platform purpose-built for regulated life sciences organizations to author, manage, and publish structured, reusable content. It centralizes modular content components across labeling, CMC, clinical, medical information, pharmacovigilance/safety, and quality/SOPs to ensure regulatory compliance (e. g. , eCTD/ePI, 21 CFR Part 11, Annex 11), maintain audit trails, and accelerate time to market. The platform emphasizes governance-first features, version control, metadata, and secure hosting (SOC 2 Type II, ISO 27001) to support global pharma documentation and submission needs.

📋 Description

• Serve as the initial point of contact for customers, addressing queries, technical issues, and complaints • Manage incoming service desk requests through CRM software, including ticket logging, prioritization, and SLA-based resolution • Independently investigate and resolve technical issues across various channels • Escalate complex issues to senior staff with detailed investigation and diagnostic documentation • Deliver technical services promptly and professionally in accordance with SLAs and company standards • Build and maintain an internal knowledge base covering systems, services, FAQs, known issues, and best practices • Collaborate with cross-functional teams on pre-sales and post-sales technical support activities • Identify recurring issues, share insights, and improve support processes

🎯 Requirements

• At least 2 years of experience providing remote technical support to enterprise clients • At least 2 years of experience supporting SaaS or enterprise software applications • Experience troubleshooting Windows-based and web-based applications • Working knowledge of REST APIs, JSON, authentication, and API troubleshooting tools such as Postman • Experience creating and reviewing reports using Microsoft Excel, Power BI, or similar reporting tools • Experience using Jira, Jira Service Management, or similar ticketing platforms • Ability to review logs, error messages, and technical information to identify and troubleshoot issues • Experience working with Development, Quality Assurance, DevOps, and Product teams • Exposure to Document Management Systems such as Veeva Vault, OpenText, or Documentum is advantageous • Basic knowledge of Python, PowerShell, SQL, AWS, or automation tools is advantageous • Strong communication, problem-solving, organization, and customer service skills • Previous experience with Docuvera is highly desirable • Experience within the Life Sciences or another regulated industry is advantageous • Ability to communicate clearly and concisely, both written and orally • Discipline to work with customers in a highly regulated industry • College or university degree in computer science is desired but not required • Certifications in ITIL, CompTIA A+, or CompTIA Network+ are desired

🏖️ Benefits

• Genuine flexibility and trust in how you manage your work • Modern systems and AI-enabled technology • Tools and support to do your best work • Funded and free learning • Coaching and mentoring • Professional development opportunities • Opportunities for internal progression • Year-end appreciation leave • Birthday leave • Parental leave • Long-service leave • Confidential, fully funded employee assistance support • Other entitlements may vary depending on location and eligibility, such as unlimited PTO and healthcare benefits for the US