• This is a work from home position and a customer-facing role, and your day-to-day will involve working directly with customers to provide live support via phone, chat, and email. • Your responsibilities will include troubleshooting issues customers are having, working with them to find a solution, and walking the customer through the steps they need to take in order to correct the issue.

Company Information At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. Company Culture Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. Job Overview Summary As a member of the Integration Services team, you will provide support and implementation assistance to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and Product management teams. An ability to quickly master the complexities of integrations in our clinical research ecosystem will be essential in this role. This role consists of 90% customer support and implementation and 10% team related functions/learning. Job Duties & Responsibilities - Become proficient in integration technologies within the scope of the team’s responsibility and workflows in associated Advarra products. Understand what problems each integration solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary. - Develop an in-depth understanding of the data elements and data flow from the sending system to the receiving system via the integration application and how data is mapped between the systems. - Develop an understanding of customer processes and standard operating procedures. - Provide support via phone, e-mail, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve and may require escalation to other internal experts. - Complete daily monitoring and troubleshooting tasks to ensure our integrations continue to function as expected. This may include reviewing various error queues and alerts. - Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources. - Perform advanced troubleshooting and issue investigation using technical tools and methods, including reviewing server logs, writing SQL queries, and leveraging monitoring platforms (e.g., Datadog. - Develop good working relationships and build trust with customers. - Demonstrate responsiveness and sense of urgency in all customer interactions. - Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions. - Advocate for customers by tracking and communicating suggestions for software enhancements. - Stay current with application updates and demonstrate new functionality to customers. - Perform other job-related duties as assigned. Location This role is open to candidates working remotely in the United States. Basic Qualifications - High school diploma - 3+ years of experience providing customer support - Experience providing customer support for software applications - Experience conducting training for existing customers or prospects - Ability to translate customer requirements into product functionality and design Preferred Qualifications - Bachelor’s degree. - Previous experience integrations, the software industry, or clinical research - Proficiency with MS Office (Word, Excel, and PowerPoint) - Effective communication skills, including listening, writing, and speaking - Strong time management skills and ability to effectively manage multiple priorities - Strong analytical, problem-solving, and interpersonal skills - Ability to work independently and integrate into a team environment Physical and Mental Requirements - Sit or stand for extended periods of time at stationary workstation - Regularly carry, raise, and lower objects of up to 10 Lbs - Learn and comprehend basic instructions - Focus and attention to tasks and responsibilities - Verbal communication; listening and understanding, responding, and speaking Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. The base salary range for this role is $ 70,561- $ 122,684. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.

• Maintain seamless, continuously validated technology environments across all locations: laptops, tablets, mobile devices, monitors, AV equipment, and Zoom Rooms. Deliver expert support for Microsoft 365, Teams, Zoom, Windows, macOS, and mobile devices. • Design, deploy, and manage multi-site network infrastructure including LAN/WAN, managed switches, Wi-Fi, firewalls, and network segmentation. • Configure and support satellite connectivity (Starlink) for maritime and remote locations. • Manage physical security technology: CCTV, IP cameras, NVR systems, and access control across all managed properties. • Provide on-demand support to executive family members on personal devices and home office setups. • Handle physical setup and installation of technology equipment at residences and ensure fully operational, secure technology setups during business travel — including hotels, vehicles, and yachts. • Manage all IT assets across locations: device inventories, software licenses, and subscriptions, with proactive refresh cycles. • Implement and maintain cybersecurity controls appropriate to high-value individuals: endpoint protection, MDM, firewall configuration, anti-malware, and secure VPN. • Conduct proactive testing of all equipment and conferencing systems ahead of meetings and events. • Maintain current documentation of system configurations, operational procedures, and issue resolutions across all locations. • Be available on-call for urgent support outside business hours under a structured on-call arrangement.

• Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services. • Create and maintain customer facing onboarding documentation for all IHIE products/services. • Create and maintain onboarding and change request questionnaires to effectively scope project requirements. • Identify best practices to promote the adoption of IHIE products and services. • Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations. • Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project. • Provide technical scoping with current customers who have submitted a change request. • Assist customers in resolving technical issues related to product usage and recommend improvements. • Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams. • Review onboarding requirements with customers prior to their project starting. • Identify and address any requirement inconsistencies between IHIE and customer. • Help manage scope changes or expectation setting with customers during active implementation projects. • Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.