SuperStaff is hiring a Support Technician I/II

SuperStaff is hiring a Support Technician I/II to be the critical first point of contact for users of our data analytics platform for real-world evidence in healthcare. You will provide exceptional customer service by triaging and resolving technical questions, collaborating across teams, and helping to improve our support systems.

What You'll Do

• Triage, investigate, test, and resolve user questions about platform applications, including login issues, technical problems, and feature explanations.
• Collaborate with senior Support members and Engineering, Product, Science, Data, and Commercial colleagues to diagnose, escalate, and resolve user issues.
• Contribute to internal reference materials and external user support site content.
• Provide support for scientific research project deliverables, such as populating data tables, formatting reports, and managing file requests.
• Identify gaps and pain points in support processes to proactively solve problems and drive operational improvements.

What We're Looking For

• Professional fluency in English, both written and spoken.
• Ability to work U.S. Eastern Standard Time (EST) business hours, which corresponds to 8 PM - 5 AM Philippine Standard Time (PST) for eight months and 9 PM - 6 AM PST for four months due to Daylight Savings.
• Strong attention to detail and excellent written and oral communication skills.
• Proven problem-solving and critical thinking abilities.
• Skill in juggling and prioritizing competing tasks with strong organizational and time-management skills.
• A proactive and inquisitive approach to learning new technologies and software.
• Experience with Microsoft/Google Suite, including pivot tables and filters in spreadsheets.
• Working knowledge of a programming language, ideally Python or R.

Nice to Have

• Self-driven and independent, while also eager to collaborate in a team environment.
• Strong documentation and note-taking skills.
• A solutions-oriented mindset focused on process improvement.
• Experience with technical software user support.
• Experience in client/user interaction, service, support, or success roles.
• Experience with cross-functional team interactions.
• Enthusiasm, passion, and a positive attitude.

Technical Stack

• Python, R

Team & Environment

This role sits at the intersection of Engineering, Product, Science, Data, and Commercial teams, facilitating collaboration to solve user issues.

Benefits & Compensation

• HMO with 1 free dependent upon hire.
• Life Insurance.
• 20 PTO credits annually.
• Night Differential pay.
• VL and SL cash conversion.
• Annual Performance-Based Merit Increases and Employee Recognition.
• Great Company Culture focused on growth and learning.
• Career Growth and Learning opportunities.
• A company-provided laptop.

Work Mode

This position follows a hybrid work model.

SuperStaff is an equal opportunity employer.