Technical Support Engineer (Healthcare)

Location: US-Remote; other locations: New York and Columbus. Workplace type: Remote.

Salary: $120K–$150K plus equity.

Company

hirify.global Health is rebuilding the clinical research ecosystem through infrastructure that improves clinical trial access and efficiency for healthcare provider organizations.

What you will do

• Serve as the primary Zendesk contact for research sites, sponsor teams, and Clinical Operations staff; triage, prioritize, and resolve common access, provisioning, navigation, and trial workflow issues within SLAs.
• Monitor trial SLA milestones and proactively identify anomalies using support dashboards.
• Investigate data discrepancies across EHR/interface ingestion, filters, patient matching, pipelines, and application presentation; determine whether issues are site-specific or systemic.
• Diagnose SIU, HL7/FHIR, and ingestion issues using delivery logs, go-live timelines, and ingestion history, then route findings to the appropriate team.
• Build and maintain investigation dashboards, triage applications, AI-assisted agents, Zendesk configurations, automated workflows, runbooks, and knowledge-base documentation.
• Collaborate with Engineering, Product, Informatics, and Technical Services; produce defect reports and track first-contact resolution, resolution time, escalation, and ticket leakage KPIs.

Requirements

• Bachelor’s degree in health informatics, life sciences, computer science, clinical research, or a related field, or equivalent professional experience.
• 6–9 years of experience in technical support, data operations, or a client-facing technical role; health tech or regulated SaaS experience is strongly preferred.
• Working knowledge of clinical research operations, including IRB, CRF, EDC, site coordinator workflows, and the patient recruitment lifecycle.
• Hands-on SQL experience for tracing data flow, validating pipeline outputs, and identifying missing or anomalous records.
• Familiarity with HL7, including SIU and ADT, FHIR, file-based ETL, and interface monitoring.
• Knowledge of HIPAA compliance and experience handling PHI in a technology context.
• Proficiency with Zendesk or an equivalent support platform, including configuration and reporting.
• Strong analytical, written, and communication skills for producing rigorous root cause summaries for technical and non-technical audiences.

Nice to have

• Experience building internal tooling, dashboards, or lightweight investigation applications using Python, no-code/low-code, or similar tools.
• Exposure to AI/LLM-assisted support tooling, triage agents, or workflow automation.
• Familiarity with EHR systems such as Epic and Cerner.
• Experience with clinical trial platforms such as CTMS, Medidata or Veeva EDC, IRT, or eConsent systems.
• Understanding of 21 CFR Part 11.
• CCRP, CCRA, CPHIMS, or an equivalent clinical or health informatics certification.

Culture & Benefits

• Remote workplace with a full-time employment arrangement.
• Equity offered in addition to the stated salary.
• Mission-driven environment focused on equitable access to clinical trials and faster delivery of therapies to patients.
• Equal employment opportunity for qualified candidates from all backgrounds and perspectives.