Production Support Analyst
endpointclinical· 472 COGS - Customer Support
About this role
About Us:
Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Raleigh-Durham, North Carolina with offices across the United States, Europe, and Asia.
The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed.
Responsibilities:
- Provide excellent customer service to end users of endpoint IRT systems.
- Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe.
- Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources
- Document all incoming queries in endpoint’s ticketing system.
- Escalate to internal teams when issues cannot be resolved within the support team.
- Review data change requests for clarity, completeness and impact.
- Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request.
- Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration
- Participates in conference calls and/or meetings with internal and external teams as needed.
- Organize own workspace and deadlines to ensure timely completion of tasks.
- Provide guidance and mentoring to associate PSAs.
- Create and submit training and knowledgebase for review by senior or lead PSA.
- Demonstrate appropriate decision-making and strong IRT trouble-shooting skills
- Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request.
- This position requires weekend and holiday coverage.
- Perform other duties as required.
Experience:
- 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email.
- Ideal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need.
- A proven ability to understand technical concepts and learn very quickly, including experience with SQL databases.
- Some experience in the life science industry preferred.
- High-level of attention to detail with excellent organizational skills and ability to multi-task.
- Strong interpersonal skills with the ability to work effectively with a wide variety of professionals.
- Previous experience working in a fast-paced, support-oriented environment.
- Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal.
- Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.
Skills:
- Strong attention to detail
- Excellent organizational and time management skills
- Excellent verbal and written communication skills
- Technical aptitude
- Adaptability/flexibility in a changeable, fast-paced environment
- Ability to learn and apply new skills quickly
- Critical thinking
Education:
- BA/BS Degree and/or appropriate experience
#LI-MT #LI-Remote
Frequently Asked Questions
Is the salary disclosed for the Production Support Analyst position at endpointclinical?
The salary for this Production Support Analyst role at endpointclinical is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Production Support Analyst position at endpointclinical located?
This Production Support Analyst role at endpointclinical is based in Hyderabad, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Production Support Analyst role at endpointclinical full-time or part-time?
This is listed as a F Full Time position. It is posted as a Production Support Analyst role in the 472 COGS - Customer Support department at endpointclinical.
Which team or department does the Production Support Analyst at endpointclinical belong to?
This Production Support Analyst position is part of the 472 COGS - Customer Support department at endpointclinical. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Production Support Analyst position at endpointclinical?
Click the "Apply Now" button on this page. You will be redirected to endpointclinical's official application portal hosted on lever where you can submit your application directly.
When was the Production Support Analyst job at endpointclinical posted?
This Production Support Analyst position at endpointclinical was posted on Jun 8, 2026. Apply as soon as possible — early applications are often reviewed first.
Production Support Analyst
endpointclinical
You'll be redirected to endpointclinical's official application page on Lever.