Product Health Analyst I

“Be part of a company that is influential and the standard for a rapidly evolving industry!”

WHO ARE WE?

RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.

Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but are truly a remote and telecommuting company.

WHAT ARE WE LOOKING FOR?

We are seeking a dynamic Product Health Analyst I to support platform stability and customer experience by assisting with issue investigation, ticket quality, ticket prioritization, and customer escalations. This role partners closely with Customer Support, Customer Success, Product, and Engineering to help ensure issues are clearly documented, appropriately categorized, and ready for resolution. Product Health Analyst I is execution-focused, with a strong emphasis on accurate documentation and developing technical and analytical capabilities, all in service of improving product quality and delivering a world-class customer experience across clinical research workflows.

WHAT WILL YOU BE DOING?

 1. Issue Reproduction & Investigation

• Reproduce reported issues using documented steps and basic database extracts.
• Validate reproducibility before escalating to Engineering.
• Document findings clearly in JIRA and internal tools.

 2. Ticket Quality Support

• Review incoming tickets for completeness and clarity.
• Support ticket prioritization efforts by ensuring severity, impact, and customer context are clearly documented.
• Partner with Customer Support to align ticket urgency based on customer impact, regulatory risk, and reproducibility.
• Ensure replication steps are present before the engineering handoff.
• Flag missing or unclear information to Support or QA.

 3. Trend Identification (Foundational)

• Assist with basic analysis of recurring issues and defect patterns.
• Support Product Analyst II by gathering data and preparing summaries.

 4. Release & Quality Support

• Participate in smoke testing and validation efforts.
• Verify fixes in staging environments using predefined test cases.
• Support post-release monitoring under guidance.

 5. Documentation & Enablement

• Contribute to troubleshooting guides and internal runbooks.
• Update knowledge base articles as issues are resolved.
• Support internal training sessions as a subject matter contributor.

WHAT DO YOU NEED?

• 3–5 years in technical support, QA, product operations, clinical research, or similar roles
• Familiarity with JIRA or comparable ticketing systems
• Strong attention to detail and documentation skills
• Willingness to learn clinical research workflows and product architecture

WHAT IS IN IT FOR YOU?

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.

All successful candidates must complete and pass reference and background checks.

The desired salary must be indicated for the application to be considered.

The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.

Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.

Thank you for your interest in RealTime eClinical Solutions.