Our Company

Position Overview 

The Clinical Database Programmer is a senior, client-facing role responsible for leading clinical system implementations across the REDCap Cloud platform.

This role blends hands-on configuration and validation work with project leadership and customer engagement. The Clinical Database Programmer translates clinical protocols and data requirements into compliant, scalable system configurations while managing multiple concurrent implementations in a fast-paced, fully remote environment. 

Key Responsibilities 

System Implementation and Configuration 

• Lead end-to-end implementation of REDCap Cloud solutions, including EDC, eConsent, ePRO, Surveys, Registries, eSource, and Video Visits. 

• Build and configure studies in the REDCap Cloud platform, including eCRF design, validation and edit check programming, event schedules, workflows, and user permissions. 

• Translate clinical protocols and customer requirements into system configuration and implementation artifacts. 

• Perform system validation and support user acceptance testing activities. 

• Maintain implementation, configuration, and data management documentation. 

• Identify, document, and escalate software defects and implementation issues, collaborating with Product and Engineering teams on resolution. 

Clinical Data Management and Quality 

• Apply clinical data management best practices to ensure data quality, integrity, and inspection readiness. 

• Apply knowledge of GCP, ICH guidelines, and FDA regulations throughout implementation activities. 

• Support use of regulatory data standards such as CDISC and CDASH when applicable. 

Client and Project Leadership 

• Lead client implementations for clinical trials, registries, and real-world evidence studies. 

• Create and maintain implementation project plans. 

• Conduct client status meetings and working sessions. 

• Prepare agendas, meeting minutes, and action tracking. 

• Manage implementation risks, issues, dependencies, and scope considerations. 

• Communicate implementation status clearly to internal and external stakeholders. 

• Balance customer responsiveness with appropriate boundary setting to ensure sustainable delivery. 

Reporting, Data, and Technical Support 

• Support development of reports, exports, and basic analytics solutions as needed. 

• Extract, transform, and analyze data using tools such as SQL, R, Python, SAS, or similar. 

• Support customers and internal teams with technical questions related to system configuration, data workflows, and UAT activities. 

Process Improvement and Collaboration 

• Contribute to process improvement, standardization, and efficiency initiatives within Professional Services. 

• Collaborate cross-functionally with Product, Engineering, Training, and Support teams. 

• Support internal and external training initiatives as needed. 

• Operate in accordance with established SOPs while adapting to evolving product and business needs. 

Qualifications and Experience 

Required 

• Bachelor’s degree or equivalent practical experience in a related field. 

• Strong experience supporting clinical trials in a data management or EDC implementation role within a CRO, pharmaceutical, biotechnology, or medical device organization. 

• Hands-on experience with at least one EDC system, such as REDCap or Medidata Rave. 

• Working knowledge of GCP, ICH guidelines, and FDA regulations. 

• Demonstrated success delivering to strict deadlines while managing multiple concurrent priorities. 

• Strong written and verbal communication skills. 

• Proven ability to work autonomously in a fully remote environment. 

Preferred 

• Programming or data skills using SQL, R, Python, SAS, or similar. 

• Experience with regulatory data standards such as CDISC and CDASH. 

• Experience supporting FDA submissions or real-world evidence studies. 

• Familiarity with SaaS platforms and cloud environments such as AWS or Azure. 

• Experience contributing to SOPs, process improvement initiatives, or mentoring junior team members. 

What Success Looks Like 

• High-quality, compliant implementations delivered on time. 

• Confident, well-enabled clients who understand how to use REDCap Cloud effectively. 

• Clear documentation, proactive risk management, and strong communication. 

• Continuous improvement of implementation practices and customer experience. 

Position Overview

We are seeking a Customer Support Specialist who has hands-on experience supporting end-users of a clinical trial Electronic Data Capture (EDC) system or similar clinical research software. This is an application-level, customer-facing support role — you will be the primary point of contact for study teams, CRAs, data managers, and site users who need help using our cloud-based EDC and reporting platform, not a role supporting internal IT infrastructure, networks, or hardware.

You’ll troubleshoot how the application behaves for the customer, triage and reproduce issues, work with Development to resolve software defects, and guide customers through workflows, configuration questions, and reporting features. Strong candidates will have previously supported customers on platforms such as Veeva, Medidata Rave, Oracle Clinical, or a comparable clinical EDC/CTMS system.

The ideal candidate is a self-starter with strong analytical and communication skills who can effectively manage multiple priorities while maintaining a high level of customer satisfaction. Your clinical-domain knowledge and customer-first approach will directly drive customer satisfaction, retention, and overall success. This is a collaborative, fast-paced role with real opportunities for growth.

Required Experience (Must-Have)

• Commercial experience in a customer-facing Technical Support / Application Support role, specifically supporting Clinical Trial EDC systems and/or clinical reporting platforms.
• Direct hands-on experience with an EDC platform such as Veeva, Medidata Rave, Oracle Clinical, or a similar clinical system.
• Experience using ticketing/case management tools such as JIRA, Microsoft Dynamics, or similar.
• Strong troubleshooting and analytical problem-solving skills applied to software application issues.
• Strong written and verbal communication skills, comfortable explaining technical concepts to both technical and non-technical audiences (e.g., site coordinators, data managers, CRAs).
• Proven ability to manage multiple priorities and competing case loads in a fast-paced customer support environment.
• A genuine customer-focused mindset and commitment to a high-quality support experience.

Key Responsibilities

• Investigate, diagnose, and resolve customer-reported issues within our cloud-based EDC and reporting application.
• Reproduce reported issues, perform root cause analysis at the application level, and partner with Development and Operations to resolve software defects.
• Communicate with customers via phone, email, and chat, providing clear, timely updates throughout the resolution process.
• Manage and prioritize a caseload of support tickets in line with contractual service level agreements (SLAs).
• Proactively monitor open cases and ensure timely follow-up, ownership, and resolution.
• Support escalation management and help identify recurring trends that require broader product or process fixes.
• Maintain deep working knowledge of the product suite: application workflows, configuration, reporting tools, and integrations.
• Contribute articles and solutions to the internal/external knowledge base.
• Share customer feedback with Product and Development to help shape feature and usability improvements.
• Communicate proactively with customers about software updates, enhancements, and best practices relevant to their studies.

Preferred Qualifications & Experience

• Bachelor’s degree in computer science, Information Technology, Life Sciences, or a related field (preferred, not required).
• Experience troubleshooting other cloud-based SaaS applications.
• Experience supporting reporting/analytics tools such as JReview, Spotfire, Jupyter, or SQL-based reporting.
• Basic understanding of APIs, web services, and system integrations (REST, SOAP) as they relate to product configuration — this is a support role, not a development role.
• Basic familiarity with SQL, Python, or Java is a plus but not required — we are not looking for a software engineer or systems/network administrator.