About Signant Health

At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency.

Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals.

If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.

About the Role

The Junior Technical Support Specialist (Tier 2) is responsible for managing and resolving escalated support requests, handling inbound Tier 2 communications, and supporting Tier 1 teams through structured escalation processes such as ‘Ask the Expert’. The role ensures high-quality ticket handling, SLA compliance, and contributes to continuous service improvement and audit readiness.

KEY ACCOUNTABILITIES – Function

• Log, categorize, and action all inbound Tier 2 emails and requests in the ticketing system.
• Manage and resolve assigned tickets in line with SLA targets and internal KPIs.
• Support Tier 1 via ‘Ask the Expert’ process, providing guidance on complex issues.
• Perform structured troubleshooting and root cause analysis for recurring incidents.
• Ensure accurate and complete documentation of all tickets and actions taken.
• Monitor ticket queues and proactively manage workload to avoid SLA breaches.
• Escalate unresolved issues to senior engineers or Tier 3 with proper context.
• Contribute to knowledge base articles and documentation improvements.
• Support audit readiness by ensuring compliance with processes and documentation standards.
• Identify and suggest improvements to processes, workflows, and service quality.

KNOWLEDGE, SKILLS & ATTRIBUTES

Essential:

• Experience in Service Desk / Technical Support (Tier 1 or junior Tier 2).
• Familiarity with ticketing tools (ServiceNow, Zendesk, Jira, etc.).
• Understanding of SLA/KPI-driven environments.
• Strong communication and documentation skills.
• Basic troubleshooting across OS, applications, and connectivity.
• Customer-focused mindset.
• Ability to follow structured processes and procedures.
• Assist sites, patients and clients with technical support and customer service related issues via phone, live chat and email. Proactively investigate issues and process requests, ensuring tickets are responded to and resolved in accordance to QMS and SLAs,
• Supports new product & service releases from a Helpdesk process perspective when required to facilitate operational readiness,

Desirable:

• Experience with LogMeIn or remote support tools.
• Exposure to ITIL practices.
• Experience in regulated environments (healthcare, etc.).
• Knowledge base contribution experience.
• Must be a team-oriented person with a “can do” attitude.
• Must have experience with Microsoft Office.
• Must be detailed and results oriented.
• Must have technical, time management, communication, decision making and human relations skills.
• Must have flexibility to adjust to shift schedule.

Why Signant Health?

At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster — improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.

We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation — not just maintain the status quo.

If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.

At Signant Health, accepting difference isn’t enough — we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients, and our community. We are proud to be an equal opportunity workplace and an affirmative action employer, committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Prior to their start date, all candidates are required to be verified through a thorough background check and identity verification to confirm eligibility for employment.

Unsolicited resumes submitted by agencies or third-party recruiters directly to hiring managers or any Signant Health employee will not be considered and will not obligate Signant Health to any fees or terms associated with the submission.

#LI-CL1