Technical Support Specialist, Castor
12 Months Contract
+ Bonus
Clinical trials platform
Job no longer available
Clinical trials platform
201-500 employees
Job no longer available
+ Bonus
201-500 employees
Company mission
To solve the world’s healthcare challenges with research data.
Role
Who you are
- Minimum of 2 years of experience working in technical customer support
- An affinity towards tech, with the ability to dive deep into, troubleshoot, and resolve technical issues
- The ability to develop and lead customer focused projects
- An analytical mindset and a knack for problem resolution
- Strong verbal and written communication skills
- A helpful, proactive and empathetic character, ensuring the best support experience for our customers
- The motivation to support a growing health tech scale-up
- Experience with REST API, and SQL
Desirable
- Experience working in a remote environment
- Relevant understanding of clinical guidelines: ICH-GCP - Good Clinical Practice, FDA 21 CFR Part 11, and relevant GXP Regulations and Guidance
- Knowledge of, or experience in, clinical research, clinical trial software, or medical informatics
- Hands-on coding/scripting experience
What the job involves
- Our Professional Services team advises and supports thousands of Castor users from all over the world, ensuring that they get the best out of our products
- As Technical Support Specialist, you will support, advise and troubleshoot issues for Castor’s clinical research customers, supporting them in adopting, utilizing and maximizing value from our products
- Responding to variety of customer enquiries through email, web chat and punctually conferencing
- Owning technical customer issues from initial report to resolution
- Partner with our Product and Engineering teams to translate user challenges and feedback into product requirements and features
- Delivering timely and effective support to maintain our excellent customer net promoter score
- Raising any data issues or breaches of data security to our site reliability team
- Becoming a skilled product specialist to support with more complex clinical study related enquiries
- Contributing to and improving our documentation, generating ideas for new content to help our customers and the internal teams
- Building long lasting relationships with our customers
Application process
- Don’t have an updated CV just yet? Feel free to apply with your LinkedIn profile
Our take
Castor’s cloud-based clinical data management platform allows clinical trials to be carried out faster and in a more decentralised and patient-focused manner. Some of the biggest roadblocks to successful clinical trials are the length of time they can take, a lack of diversity in participants, and a simple shortage of trial subjects. Castor’s tech allows researchers to overcome these obstacles by more easily capturing and integrating data.
Castor, along with other med tech startups like Thread and Florence garnered praise during 2020 as a lot of medical research transitioned to virtual. In a clinical trials market that’s worth over $40 billion worldwide and still growing, the fact that Castor counts the WHO in its customer base is encouraging.
Backed by Eight Roads Ventures and F-Prime Capital, Castor is aiming to use its funding round to continue product development, data gathering, and increase its manpower, with a view to expanding operations beyond the US and into Asia.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2021
$45m
SERIES B
Aug 2020
$12m
SERIES A
Total funding: $64.5m
Company benefits
- Unlimited annual leave, plus national holidays per location. Minimum of 25 PTO days per year to be taken.
- Access to Calm App
- Quarterly downtime weeks
- Bi-weekly virtual meditation sessions
- Virtual company events
- Sleeping courses
- A ‘wellbeing boost slack channel
- Access to a company coach
- A 24/7 accessible ‘getting things done’ workshop
- An annual €750 credit allowance in Learnerbly
- An annual €750 (or the currency equivalent) to spend on professional development
- Quarterly alignment cycle promoting open feedback through Leapsome
- Access to Appical which supports an amazing remote onboarding journey
- Ensuring you have the best possible remote working setup
- Work remotely or from a Castor office location near you
- A focus on agile and flexible working
- A Mac or Dell laptop
- Personal IT support and setup on your first day
- Access to professional tools including G-Drive, Zoom, Miro, Slack, Confluence, ProductBoard, Figma, Jira, and Asana
- Internal communication and meeting guidelines to support asynchronous communication
Company HQ
Hudson Square, New York, NY
Leadership
Derk Arts
(Founder & CEO)Has over fifteen years of experience in medicine, research and technology.
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