Support Specialist (Tier 2)

WELCOME to Aetion! We are a global leader in science-driven technology using real-world evidence to provide innovative healthcare solutions. Our Discover and Substantiate applications, powered by the Aetion Evidence Platform, are used to evaluate the safety, effectiveness and value of medications, delivering better outcomes to patients, medical professionals, and clients. We’ve partnered with top biopharma companies and are backed by leading venture capital firms to help increase our medical research and expand our product line. Aetion is headquartered in the US and has expanded throughout Europe with a Research and Development Hub in Barcelona. 

Aetion and Aetion’s leadership are recipients of several prestigious awards: 

• Parity.org’s 2024 List of Best Companies for Equal Advancement Opportunities
• Digital Health New York’s 2024 New York Digital Health 100
• Newsweek's World's Best Digital Health Companies of 2024 

Come join us! 

Perks of joining our team: 

Work-life Balance 

• 25 vacation days
• Flexible start and end of working day 
• Flexible in-office work commitment
• Sabbatical opportunity after five years of employment 

Benefits

• Daily in-office lunch stipend and a fully stocked kitchen
• Comprehensive private health coverage w/ out-of-network reimbursement options 
• Relocation to Barcelona supported with external provider services

Learning & Development

• Commitment to professional development opportunities 
• Employee-led initiatives including annual company-wide innovation day & DEI resource groups 
• Peer & company recognition programs
• Monthly educational lunch & learn
  

DESCRIPTION:

As a Tier 2 Support Specialist, you will provide Aetion’s clients and application users with Product Support. You will provide exceptional customer service with a focus on getting bugs, incidents, requests, and how-to questions resolved in a timely manner.   The Support team sits at the intersection of Aetion’s Product, Science, and Engineering teams and offers the opportunity to gain deep expertise in Aetion’s innovative analytical solutions, interface with customers, and expand your scientific knowledge. 

RESPONSIBILITIES: 

• Using Aetion’s ticketing system, respond to and close customer tickets for product and scientific support.
• Manage support operations by actings as an internal point of contact for process questions, managing support rotation (including first and second reviewers) 
• Lead process improvement initiatives, collect feedback from Support colleagues, and identify areas for improvement.
• Collaborate with our Product, Engineering, and Science teams to diagnose, resolve, and escalate bugs
• Lead Support documentation (e.g., Confluence, internal reference decks)
• Create reports from key metrics in the ticketing system (e.g. recurring incidents, mean time to closure) and develop action plans to improve Support team performance.
• Be available for occasional on-call coverage on weekday evenings.

QUALIFICATIONS*: 

Required Qualifications

• Bachelor’s degree in computer science, engineering, or a scientific field. 
• 1+ year of experience in a software engineering, research, or analytic role.
• 1+ year of experience in a client-facing or product support role.
• 1+ year of experience with a SaaS platform or strong demonstration of SaaS platform troubleshooting skills.
• Excellent written & oral communication.

Preferred Qualifications

• Enthusiastic about customer service and problem-solving
• Familiarity with epidemiology and/or biostatistics methods
• Exceptional organizational, prioritization, and time-management skills
• Strong attention to detail
• Eager to collaborate and work cross-functionally and able to self-motivate

*We understand not everyone will meet all the above qualifications on day one. As a team of lifelong learners, we encourage you to apply if you are passionate about the role and want to grow your skills. We are excited to meet people who believe in Aetion's mission and can contribute to our team in a variety of ways. 

Aetion is an Equal Opportunity Employer. Aetion is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or genetic information.