Company Information Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience. Job Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include: - Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets - Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes - Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP) - Provide exceptional tier I product support and solutions to external users’ problems and requests - Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution - Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally - Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented - Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience - Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents - Work with and as a team, to provide world class support to end users and customers Qualifications - Associates degree and at least 1 years’ experience in a busy, customer-focused IT support role, or equivalent experience - Ability to work Monday to Friday, 12:00 PM to 9:00 AM ET - Proven ability to solve problems in a logical, quick, and efficient manner - Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective - Effective work prioritization and the ability to work under pressure - Outstanding verbal and written communication skills - Driven customer service ethos - A keen interest in IT, from home hobbyist to IT professional - Knowledge of Windows 7, 8, and 10 - Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.) - Experience with basic networking and Wi-Fi preferred - An understanding or hands-on experience with SQL and/or JSON a plus - Cisco CCNA or Microsoft MCSE a plus - Experience using an MDM or remote monitoring & management tools preferred - Experience working with vendors and/or integration partners preferred Additional Information Clinical Ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com ​

• Provide an outstanding customer service experience via phone to identify issues reported by customers and guide them toward a resolution; • Clarify questions about product features; • Assist with system operation difficulties and perform fixes that do not involve programming.

• Suporte Especializado: Realizar o suporte dos produtos do time plataformas, garantindo o atendimento consultivo aos clientes e usuários; • Resolução de Problemas: Investigar a causa raiz de incidentes, buscando e aplicando soluções eficazes para as demandas apresentadas; • Análise de Dados: Utilizar comandos SQL para consultas e manipulação de dados necessárias para o diagnóstico de erros.

Lead Application Support Engineer Location: Remote Overview We are seeking a Lead Application Support Engineer to oversee the operational support and continuous improvement of our Corporate Service applications. This position serves as a hands-on second level of support, handling escalations from the Help Desk and ensuring stability, security, and performance of key business systems. In addition, this position will be responsible for directing a small, distributed team — one Support Engineer (London) and one nearshore/local Support Engineer — to ensure timely, high-quality support delivery. Key Responsibilities Team Leadership - Oversee and mentor a team of support engineers (London & nearshore/local) - Manage daily workload and assignments, ensuring timely and accurate ticket resolution and project process. - Develop and promote best practices in troubleshooting, documentation, and communication Application Support & Operations - Manage and coordinate the lifecycle of application patching, version upgrades, and routine maintenance for both custom and vendor applications, including creating status reports, developing schedules for deliverables, deployment of fixes and communications - Provide 2nd-level support for Legal and Corporate Service applications - Handle escalations from the Help Desk and direct requests from end users - Diagnose and resolve bugs, escalating to development teams when necessary - Monitor system automated tests and health checks and create action plans for any issues - Ensure system stability, performance optimization, and data integrity Technical Responsibilities - Perform scheduled maintenance tasks and operations to keep applications running smoothly - Support and troubleshoot web applications, web servers, and database connectivity - Understand how web servers and databases interact across client/server environments - Manage group-based security and user access controls - Support process improvements and contribute to automation initiatives Continuous Improvement - Analyze incident trends and identify opportunities for improvement and incident prevention - Document standard operating procedures, best practices, and known error resolutions - Recommend improvements to application lifecycle management and support models Qualifications & Skills - 5+ years of experience in application support, system administration, or IT operations - Strong background supporting web applications and Microsoft server technologies - Understanding of client/server architectures, web servers and database systems (SQL Server or similar) - Knowledge of HTTP/HTTPS, SSO, SSL/TLS, and group-based security models - Experience in patching and upgrading applications - Familiarity with legal systems or corporate service applications is a plus - Proven ability to lead small teams and manage workloads effectively - Knowledge of incident, change, and problem management frameworks (ITIL certification a plus) - Excellent communication, problem-solving, and documentation skills - Experience working remotely with distributed or global teams