Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

SQL (Programming Language) Clinical Trial Management Systems Service Management Automated Information Systems Scripting Data Transformation Engineering Documentation Logistics Toolkits Analytics +15 more

Other Skills

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Troubleshooting (Problem Solving)
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Analytical Skills
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Data Reporting
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Virtual Collaboration
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Teamwork
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Proactivity
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Customer Service
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Detail Oriented
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Verbal Communication Skills
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Empathy
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Problem Solving

Roles & Responsibilities

5+ years of experience in Clinical Trials, Life Sciences, Real World Evidence, Pharmacovigilance, or digital health systems with strong SQL/database skills (data extraction, transformation, and analysis)
Experience supporting data capture or clinical trial platforms and troubleshooting complex platform issues
Proficiency with ticketing systems (e.g., Jira Service Management) and excellent written and verbal communication
Understanding of data protection and regulatory requirements (GCP, 21 CFR Part 11, GDPR) and ability to interact with healthcare professionals and clinical research teams

Requirements:

Provide day-to-day technical support for the uMotif clinical trial data capture platform and resolve issues using Jira Service Management and other internal systems
Collaborate with engineering, product, and clinical operations teams to diagnose problems and document solutions clearly
Support ongoing clinical trials by troubleshooting user and system issues affecting investigators, healthcare professionals, and participants
Perform data reconciliation between uMotif data and external EDC systems and execute protocol-guided data updates using SQL and database tools

Job description

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