Customer Support Engineer

Background

Accumulus Synergy is a nonprofit trade association working on behalf of industry to address the global need for digital transformation. To help solve for this need, Accumulus is developing a transformative data exchange platform to enable enhanced collaboration and efficiency between life sciences organizations and National Regulatory Authorities worldwide. The Accumulus Platform aims to improve efficiencies in the regulatory process by leveraging advanced technology, including data science and AI, as well as tools for secure data exchange to improve patient safety, help reduce the cost of innovation, and ultimately bring patients safe and effective medicines faster. Accumulus is working with key stakeholders in the life sciences - regulatory ecosystem to build and sustain a platform that aims to meet regulatory, cybersecurity, and privacy requirements spanning clinical, safety, chemistry and manufacturing, and regulatory exchanges and submissions. Accumulus Synergy sponsors include Amgen, Astellas, AstraZeneca, GSK, Johnson & Johnson, Lilly, Merck, Pfizer, Roche, Sanofi, and Takeda.

Job Description

Accumulus is seeking a Customer Support Engineer. This will be a key role within the Customer Support Team, reporting directly to the Director of Customer Support.

Starting day one, you will have the unique opportunity to support the growth of Accumulus Synergy through solving complex technical challenges, developing innovative solutions, and providing expert-level support to ensure platform reliability and optimal user experience for our pioneering regulatory data exchange platform.

Responsibilities

• Investigates and resolves escalated support cases from Tier 1, requiring advanced troubleshooting
• Develops and maintains technical documentation for complex troubleshooting procedures
• Collaborates with development teams to confirm bug reports and provide reproduction steps
• Configures workflows and automation rules within HelpDesk managed tools
• Conducts root cause analysis for recurring issues and proposes permanent solutions
• Mentors Tier 1 analysts on technical skills and troubleshooting methodologies
• Participates in the on-call rotation for critical issues outside business hours
• Works closely with the Director of Customer Support to spearhead new technical initiatives in order to automate processes and make platform data observable in existing DevOps managed tools

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical field, or equivalent experience.
• 3+ years of experience in technical support, software engineering, or similar technical role
• Strong troubleshooting skills with the ability to diagnose complex technical issues
• Experience with ticketing systems, workflow automation, and technical documentation
• Proficient in at least one programming or scripting language (e.g., Python, JavaScript, PowerShell)
• Knowledge of APIs, web services, and modern cloud-based applications
• Excellent communication skills with ability to explain technical concepts to various audiences
• Strong analytical and problem-solving capabilities
• Experience with DevOps tools and observability platforms
• Preferred:
• Experience with regulatory or life sciences software applications
• Familiarity with identity management systems like OKTA
• Knowledge of SaaS platform architectures and implementation

Benefits

While we hope the Accumulus mission is what really attracts you, we also have a lot to offer. Organizations are built by great people, and to attract great people you need to offer a great employee experience. Accumulus can provide:

• Competitive compensation with bonus plan
• 401(k) program with 3% contribution by Accumulus and immediate vesting
• A full insurance benefits package that includes multiple health plans, vision, dental, life, and disability
• Parental leave program that includes up to 16 weeks of 100% paid leave
• Unlimited paid time off
• 100% remote work. Accumulus is a fully remote organization and we intend to remain so
• Experienced leadership to mentor you. We have drawn successful leaders from the biopharma industry with a deep understanding of regulatory affairs and combined them with similarly successful leaders in SaaS product development. Learning opportunities abound.