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Production Support Analyst

Endpoint Clinical· Services – 472 COGS - Customer Support
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Hybrid (Hyderabad, India)F - Full TimePosted 4mo ago

About the role

Production Support Analyst responsible for end-user support of endpoint IRT systems, triage of queries, troubleshooting, data validation via SQL scripts, and collaboration with Client Services and Data Management. Includes mentoring, training material creation, and weekend/holiday coverage.

Responsibilities

  • Provide excellent customer service to end users of endpoint IRT systems.
  • Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe.
  • Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources
  • Document all incoming queries in endpoint’s ticketing system.
  • Escalate to internal teams when issues cannot be resolved within the support team.
  • Review data change requests for clarity, completeness and impact.
  • Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request.
  • Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration
  • Participates in conference calls and/or meetings with internal and external teams as needed.
  • Organize own workspace and deadlines to ensure timely completion of tasks.
  • Provide guidance and mentoring to associate PSAs.
  • Create and submit training and knowledgebase for review by senior or lead PSA.
  • Demonstrate appropriate decision-making and strong IRT trouble-shooting skills
  • Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request.
  • This position requires weekend and holiday coverage.
  • Perform other duties as required.

Qualifications

  • 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email.
  • Adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need.
  • Proven ability to understand technical concepts and learn very quickly, including experience with SQL databases.
  • Some experience in the life science industry preferred.
  • High-level of attention to detail with excellent organizational skills and ability to multi-task.
  • Strong interpersonal skills with the ability to work effectively with a wide variety of professionals.
  • Previous experience working in a fast-paced, support-oriented environment.
  • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal.
  • Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.

Skills

Required:Attention to detailOrganizational and time managementVerbal and written communicationTechnical aptitudeAdaptability/flexibilityLearning abilityCritical thinking
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Endpoint Clinical

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