Technical System Support Specialist (fully remote, located in the United States only)

Description

Location: Remote (U.S. Based)
Employment Type: Full-Time and fully remote 

About Us

a-tune software AG, a Transnetyx company, is a medium-sized software company headquartered in Darmstadt, Germany, with operations spanning over 20 countries worldwide. We proudly support the data and compliance management needs of more than 100 research-oriented organizations through our innovative software solutions.

Our flagship product, tick@lab, is designed with a clear mission: "Make IT simple" — so researchers can focus on what truly matters. At Transnetyx and a-tune, we live by our YX Ten+ core values, mission, and vision, striving to deliver exceptional technology and world-class customer support globally.

If you’re passionate about technology, customer success, and continuous learning, join us in advancing our mission to simplify IT for research organizations around the world.

The Role

As a Technical System Support Specialist, you’ll be the critical bridge between our software and our international clients, providing expert assistance with installation, upgrades, troubleshooting, and system configuration for tick@lab. Your role will include hands-on support across on-premise and cloud environments, ensuring our clients receive seamless, world-class service every step of the way.

What You’ll Do

• Deliver outstanding customer service to a diverse, international client base.

• Install, test, upgrade, and configure tick@lab software environments, both on-premise and cloud-hosted.

• Set up client sites including templates, reports, custom integrations, and Single Sign-On (SSO) configurations.

• Monitor cloud-hosted client environments and proactively troubleshoot issues.

• Manage client issues end-to-end—prioritize, escalate, and maintain clear communication until resolution.

• Maintain detailed, organized records of all client interactions and technical solutions.

• Collaborate closely with internal teams to address and resolve technical challenges.

• Collect and share customer feedback to help drive product improvements.

• Independently deepen your knowledge of the software and its business applications.

• Provide technical training to clients as needed.

• Participate in remote and onsite client meetings to discuss project specs and procedures.

• Travel occasionally (domestically and internationally) to support clients onsite.

• Take on additional duties as assigned.

Qualifications

What We’re Looking For

Education & Experience:

• Bachelor’s degree or equivalent relevant experience.

• Minimum 2 years of experience working directly with customers in a technology SaaS company.

Technical Skills:

• Proficient in LINUX/UNIX and/or Windows operating systems, including database installations.

• Experience with Windows Administration and Web Servers (preferably IIS).

• Skilled in authentication methods, including Single Sign-On (SSO).

• Strong knowledge of XML; familiarity with XML parsing preferred.

• Experience with relational databases and SQL query writing.

• Comfortable supporting Cloud/SaaS applications.

• Familiarity with reporting tools such as MSRS or List & Label.

Core Competencies:

• Exceptional technical support skills with both internal and external customers.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, and organizational skills.

• Ability to manage time effectively with a sense of urgency and flexibility.

• High attention to detail and the ability to learn quickly with minimal supervision.

• Negligible travel requirements.

Why Join Us?

• Be part of a global company that is committed to simplifying IT for research organizations worldwide.

• Work remotely from anywhere in the U.S.

• Collaborate with talented teams and cutting-edge technology.

• Opportunities for professional growth and continuous learning.

Ready to make an impact?
Apply now and help us empower researchers to focus on what matters most.