Location
desde casa
Job Type
Full-time
Posted
June 01, 2026
Job Description
We are seeking an experienced **Lead Support Analyst** to join our team and play a pivotal role in supporting clinical studies.
RESPONSIBILITIES
- Lead the analysis and investigation of production incidents and internal requests
- Serve as the primary communication link between SMEs and stakeholders, providing expert consultancy on functionalities
- Oversee the maintenance and updating of knowledge base articles
- Identify and implement process and workflow improvements to support scaling efforts
- Resolve escalated technical issues within the tech stack and manage complex incidents
- Coordinate with L4 teams and vendors to expedite issue resolution according to established timelines
- Supervise ticket management, ensuring adherence to SLA-based response and resolution protocols
- Conduct comprehensive root cause analysis for critical incidents and ensure case reviews within 72 hours of resolution
- Analyze incident trends to proactively identify issues an...
RESPONSIBILITIES
- Lead the analysis and investigation of production incidents and internal requests
- Serve as the primary communication link between SMEs and stakeholders, providing expert consultancy on functionalities
- Oversee the maintenance and updating of knowledge base articles
- Identify and implement process and workflow improvements to support scaling efforts
- Resolve escalated technical issues within the tech stack and manage complex incidents
- Coordinate with L4 teams and vendors to expedite issue resolution according to established timelines
- Supervise ticket management, ensuring adherence to SLA-based response and resolution protocols
- Conduct comprehensive root cause analysis for critical incidents and ensure case reviews within 72 hours of resolution
- Analyze incident trends to proactively identify issues an...