Support Engineer

To be eligible for employment, you must reside in MA with ability to work onsite 3 days a week in a hybrid capacity. This position reports to our global HQ in Cambridge, MA and travel is expected domestically and internationally when needed.

TriNetX was founded on the idea that incorporating real-world data results in better clinical trial design, improves the site selection and patient recruitment process and generates real-world evidence (RWE) to advance the collective understanding of human health. TriNetX collaborates with the majority of industry leaders, including 13 of the top 15 pharmaceutical companies, and is powered by an impressive network of 170 healthcare organizations across 30 countries.

As a result of its reach and rapidly expanding network, TriNetX has become the market leader in protocol design, feasibility, and site selection. Researchers have leveraged the TriNetX network to analyze over 39,000 protocols, presented over 10,000 clinical trial opportunities to its healthcare members, and reduced site identification time in clinical trials by 50%.

Currently, TriNetX healthcare organization members contribute access to a patient population of 400 million, representing over 40 billion clinical observations. TriNetX has a worldwide presence, with our global headquarters located in Cambridge, Massachusetts and EU offices in Ghent, Belgium;
Freiburg, Germany; and Basel, Switzerland – as well as offices in London, Madrid, Melbourne, Sao Paulo, Singapore, Tokyo, and Healdsburg, California. As a result, TriNetX is one of the fastest-growing, privately held companies in the life sciences industry.

TriNetX is the global health research network that optimizes clinical research and enables discoveries through the creation of real-world evidence. TriNetX combines real-time access to longitudinal clinical data with state-of-the-art analytics to answer complex research questions at the speed of thought. Each member of our community shares in the consolidated value of our global, federated health research network that connects clinical researchers to the patient populations which they are attempting to study.

We are seeking a Customer Support Engineer who thrives in a customer-facing environment and brings strong product knowledge, technical expertise, and clear communication skills. This individual is eager to learn new technologies and continuously grow their skill set. They will play a key role in resolving customer cases, maintaining the health of our appliance fleet, and supporting product release initiatives.

• Develop and maintain expert-level knowledge of TriNetX product features, architecture, and related technologies.
• Provision and configure TriNetX appliances, including both physical hardware and virtual appliance deployments.
• Set up and troubleshoot federated authentication for customer access to the TriNetX platform, including SAML, ADFS, and Microsoft Azure AD integrations.
• Drive timely resolution of Customer Support cases with a focus on exceeding customer expectations at every interaction.
• Contribute to the continuous improvement of Customer Support processes, workflows, and tools.
• Coordinate effective issue escalations in close partnership with Product Management and Software Engineering teams.
• Develop, maintain, and distribute internal and customer‑facing knowledge resources, including FAQs and knowledge base articles.

• BS and/or MS degree in Computer Science, Information Technology or equivalent fields required
• Exceptional customer service, organizational, prioritization, multitasking, and verbal/written communication skills with minimally three years of experience
• Excellent troubleshooting skills with the ability to analyze and solve complex technical issues
• Acknowledged self-motivated continuous learning approach for emerging technologies
• Strong knowledge of networking and Linux system administration
• Basic AWS administration experience
• Experience with Ansible and Terraform or similar automation and infrastructure‑as‑code tools preferred
• Recent experience and proficiency with a…