.WELCOME to Aetion!
We are a global leader in science-driven technology using real-world evidence to provide innovative healthcare solutions.
Our Discover and Substantiate applications, powered by the Aetion Evidence Platform, are used to evaluate the safety, effectiveness and value of medications, delivering better outcomes to patients, medical professionals, and clients.
We've partnered with top biopharma companies and are backed by leading venture capital firms to help increase our medical research and expand our product line.
Aetion is headquartered in the US and has expanded throughout Europe with a Research and Development Hub in Barcelona.
Aetion and Aetion's leadership are recipients of several prestigious awards: Parity.Org's 2024 List of Best Companies for Equal Advancement Opportunities Digital Health New York's 2024 New York Digital Health 100 Newsweek's World's Best Digital Health Companies of 2024 Come join us!
Perks of joining our team: Work-life Balance 25 vacation days Flexible start and end of working day Flexible in-office work commitment Sabbatical opportunity after five years of employment Benefits Daily in-office lunch stipend and a fully stocked kitchen Comprehensive private health coverage w/ out-of-network reimbursement options Relocation to Barcelona supported with external provider services Learning & Development Commitment to professional development opportunities Employee-led initiatives including annual company-wide innovation day & DEI resource groups Peer & company recognition programs Monthly educational lunch & learn DESCRIPTION: As a Tier 2 Support Specialist, you will provide Aetion's clients and application users with Product Support.
You will provide exceptional customer service with a focus on getting bugs, incidents, requests, and how-to questions resolved in a timely manner.
The Support team sits at the intersection of Aetion's Product, Science, and Engineering teams and offers the opportunity to gain deep expertise in Aetion's innovative analytical solutions, interface with customers, and expand your scientific knowledge.
RESPONSIBILITIES: Using Aetion's ticketing system, respond to and close customer tickets for product and scientific support.
Manage support operations by acting as an internal point of contact for process questions, managing support rotation (including first and second reviewers).
Lead process improvement initiatives, collect feedback from Support colleagues, and identify areas for improvement.
Collaborate with our Product, Engineering, and Science teams to diagnose, resolve, and escalate bugs.
Lead Support documentation (e.G., Confluence, internal reference decks).
Create reports from key metrics in the ticketing system (e.G.
recurring incidents, mean time to closure) and develop action plans to improve Support team performance.
Be available for occasional on-call coverage on weekday evenings