Jobs in the United States

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Principal, SW Engineer
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Senior Midstream Project Engineer
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Administrator III, IT Infrastructure
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Technology Engineer, IT Infrastructure
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Cloud Systems Engineer
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Cloud Platform & Cybersecurity Engineer
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Global Red Team Senior AI Engineer, Vice President
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The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day
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Solutions Engineer, Federal
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You will join a dynamic, customer-obsessed Systems Engineering team dedicated to driving architectural innovation, enterprise transformation, and strategic growth across high-impact…
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Building Intelligence Engineer - New York
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Hybrid Work Environment: This is a hybrid position, with two mandatory in-office days per week
Added 12 mins ago
Senior Staff Incident Response Engineer
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As a Senior Staff Incident Response Engineer on the Cyber Defense team, you will serve as the principal technical authority and subject matter expert for incident response within SoFi’s…
Added 13 mins ago
Principal Ontologist and Graph Modeler
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…context, and explainability for AI-driven analytics, agentic systems, and decision automation across the Business Insurance data…
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Data Engineer III
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Added 14 mins ago
IT Support Engineer (Hybrid - Columbia MD)
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Headquarters, MD
We are looking for a security-conscious IT Support Engineer with 3+ years of experience providing high-touch technical support for global, high-growth organizations. Expert in managing…
Added 15 mins ago
Senior Software Engineer
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As a Senior Software Engineer, you'll be a hands-on contributor to the APIs, protocols, and agent interfaces that power our agentic advertising platform. You'll help build systems where AI…
Added 16 mins ago
Manager - Civil Structures
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Define and evaluate Civil/Structural inputs from process systems, equipment owners, and other engineering disciplines.
Added 18 mins ago
Commissioning Engineer - Energy
Cupertino Electric, Inc.
Las Vegas, NV · TX · AZ · CA · IN · NV
Posting Title: Commissioning Engineer - Energy
Added 21 mins ago
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Sr. Quality Engineer
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- $109,943 to $138,242 USD / year
Our organization is seeking an experienced Senior QA Engineer to lead quality initiatives and drive software excellence across our platforms. This is a senior-level position designed for an…
Added 21 mins ago
Commissioning engineer, Plant Automation
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This role focuses on commissioning plant-level automation systems in new-build power plants. You will bring plant control systems to life, including PLC automation, HMI/SCADA platforms,…
Added 22 mins ago
Senior Application Security Engineer
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The Application Security Engineer is responsible for integrating security throughout the software development lifecycle to reduce risk and improve the security of PowerSchool's products and…
Added 22 mins ago
Senior Application Security Engineer
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The Application Security Engineer is responsible for integrating security throughout the software development lifecycle to reduce risk and improve the security of PowerSchool's products and…
Added 24 mins ago
Senior Project Engineer (Level III)
Lockheed Martin
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Lockheed Martin Space is seeking a Senior Project Engineer to join our team in Huntsville, AL or Littleton, CO!

Paradigm Health

Technical Support Engineer

Remote, United States

$120,000 to $150,000 USD / year

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Job details

Pay: $120,000 to $150,000 USD / year
Posting language: English
Posted: Nov 12, 2026

Original job description

Paradigm Health is rebuilding the clinical research ecosystem by enabling equitable access to trials for all patients. Our platform enhances trial efficiency and reduces the barriers to participation for healthcare providers. Incubated by ARCH Venture Partners and backed by leading healthcare and life sciences investors, Paradigm’s seamless infrastructure implemented at healthcare provider organizations, will bring potentially life-saving therapies to patients faster.

Our team hails from a broad range of disciplines and is committed to the company’s mission to create equitable access to clinical trials for any patient, anywhere. Join us, and bring your expertise, passion, creativity, and drive as we work together to realize this mission.

About the role:

This is a hybrid role that blends the responsiveness of Tier 1 support with the technical depth of Tier 2. You will build and leverage purpose-built dashboards, investigation tooling, and AI-assisted agents to resolve the majority of tickets autonomously - reducing Engineering and Product dependency - while also serving as the internal expert who diagnoses root causes and drives continuous improvement in how support operates.

What you’ll do:

Triage & First-Response

Serve as the primary contact for inbound support tickets from research sites, sponsor teams, and Clinical Operations staff via Zendesk
Categorize, prioritize, and resolve common break-fix issues - login/access, account provisioning, platform navigation, standard trial workflow questions - within defined SLAs
Monitor standard trial SLA milestones (patient surfacing timelines, appointment data receipt) using support dashboards; proactively flag anomalies before sites escalate
Provide timely, clear, and professional responses to clinical coordinators, PIs, and sponsor program managers - often non-technical users - with appropriate context and next steps

Complex Investigation & Root Cause Analysis

Investigate data discrepancies across the full pipeline: EHR/interface ingestion, department data filters, patient matching logic, and app-layer presentation - determining whether issues are isolated, site-specific, or systemic
Diagnose interface-related issues (SIU feeds, HL7/FHIR file delivery, ingest delays) by reviewing interface go-live timelines, delivery logs, and ingestion history
Triage patient-trial identification feedback - a high-frequency, high-complexity scenario - by examining data across interfaces, pipelines, and the application, and routing findings to the appropriate team (data discrepancy, trial configuration, pipeline bug, or app bug)
Perform root cause analysis and produce clear summaries for both external users (sites and sponsors) and internal stakeholders (Engineering, Product, Technical Services)

Tooling, Automation & Continuous Improvement

Build and maintain internal support tooling: investigation dashboards, triage applications, and AI-assisted agents that enable faster, more autonomous ticket resolution
Implement and optimize Zendesk configurations to surface actionable metrics - resolution time, ticket priority, and ticket leakage (tickets that escalate beyond Support) - and drive continuous improvement
Identify recurring issue patterns and build automated detection and response workflows where appropriate
Maintain and expand the internal knowledge base: runbooks, issue playbooks, escalation criteria, and resolution documentation
Participate in UAT and product release cycles to anticipate new support scenarios and update tooling proactively

Cross-Functional Collaboration

Serve as the liaison between the Support function and Engineering, Product, Informatics, and Technical Services - translating ticket patterns into structured defect reports and product feedback
Maintain accurate ticket records; apply consistent tagging, priority, and resolution codes to enable downstream analytics and trend identification
Track and report on core support KPIs: first-contact resolution rate, mean resolution time, escalation-to-engineering ratio, and ticket leakage rate

Who you are:

Required

Bachelor's degree in health informatics, life sciences, computer science, clinical research, or a related field - or equivalent professional experience
6-9 years in a technical support, data operations, or client-facing technical role; health tech or regulated SaaS environment strongly preferred
Working knowledge of clinical research operations: IRB, CRF, EDC, site coordinator workflows, patient recruitment lifecycle
Hands-on SQL experience - ability to query databases to trace data flow, validate pipeline outputs, and identify missing or anomalous records
Familiarity with data integration concepts: HL7 (SIU, ADT), FHIR, file-based ETL, interface monitoring
HIPAA compliance knowledge and experience handling PHI in a technology context
Proficiency with Zendesk or equivalent support platforms; comfort with configuration and reporting
Strong analytical and written communication skills - able to produce rigorous root cause summaries for both technical and non-technical audiences

Preferred

Experience building internal tooling, dashboards, or lightweight investigation apps (Python, no-code/low-code, or similar)
Exposure to AI/LLM-assisted support tooling, triage agents, or workflow automation
Familiarity with EHR systems (Epic, Cerner) and how clinical data is structured and delivered
Experience with clinical trial platforms: CTMS, EDC (Medidata, Veeva), IRT, or eConsent systems
Understanding of 21 CFR Part 11 (electronic records in regulated clinical environments)
CCRP, CCRA, CPHIMS, or equivalent clinical/health informatics certification

At Paradigm Health, we are committed to providing equal employment opportunities to all qualified individuals. We encourage and welcome candidates from all backgrounds and perspectives to apply for our open positions. We are interested in all qualified individuals and ensure that all employment decisions are based on job-related factors such as skills, experience, and qualifications.

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Jobs in the United States