Site Support Specialist - Clinical Research

Role Overview The Site Support Specialist sits at the intersection of Clinical Research Operations, Customer Support, Site Enablement, and Product.

This role is designed for someone who understands the day-to-day realities of running clinical trials at the site level and enjoys helping users solve problems, adopt new technology, and work more efficiently.

You will work directly with Clinical Research Coordinators, Site Managers, Investigators, Regulatory teams, and other clinical research professionals to help them successfully use Tilda.

This is not a traditional IT help desk role. We are looking for someone who can understand both the clinical workflow and the technology, troubleshoot issues effectively, educate users, and identify opportunities to improve the overall site experience.

What You'll Do Support Clinical Research Sites

• Serve as a primary point of contact for clinical research sites using the Tilda platform.
• Build protocol-specific eSource for assigned sites
• Assist sites with document collection and filing, particularly during the site start up effort on a new study
• Respond to site questions, workflow issues, and product support requests.
• Help Clinical Research Coordinators, Site Managers, Investigators, and other users navigate Tilda successfully.
• Understand the user's clinical workflow and determine what they are trying to accomplish before recommending a solution.
• Provide timely, clear, and professional communication throughout issue resolution.
• Follow through on site issues until users are able to successfully continue their work.

Troubleshoot Clinical & Product Issues

• Investigate reported user issues and determine whether they are related to:
• User workflow
• Training or process gaps
• Platform configuration
• Data or permissions
• Product functionality
• Potential software defects
• Reproduce and document issues before escalating them to Product or Engineering.
• Gather the appropriate information, screenshots, workflows, and reproduction steps needed for technical teams to investigate.
• Identify practical workarounds when appropriate while longer-term solutions are being developed.
• Help prioritize issues based on clinical and operational impact.

Understand Site Operations

• Apply knowledge of clinical research site workflows to help users effectively use Tilda.
• Understand common activities across the clinical trial lifecycle, including:
• Study startup
• Patient recruitment and screening
• Patient visits
• Study documentation
• Data collection
• Regulatory activities
• Investigator oversight
• Study conduct
• Study closeout
• Understand the roles and responsibilities of Clinical Research Coordinators, Investigators, Site Managers, Sponsors, and CROs.
• Recognize how technology issues can affect patient visits, study timelines, data quality, and site productivity.

Site Training & Enablement

• Support onboarding and training of new clinical research sites and users.
• Conduct platform walkthroughs and workflow training sessions.
• Help users understand best practices for using Tilda within their daily clinical workflows.
• Develop and maintain support documentation, FAQs, training materials, and user guides.
• Identify recurring questions that can be addressed through better documentation or training.
• Help drive long-term user adoption and confidence with the platform.

Partner With Product & Engineering

• Serve as a voice of the clinical site by sharing recurring feedback, workflow challenges, and product needs with Product and Engineering.
• Clearly translate clinical user problems into actionable product or technical information.
• Identify recurring support issues that may indicate opportunities for:
• Product improvements
• Workflow changes
• Automation
• Better training
• Improved user experience
• Participate in testing new product capabilities and workflow improvements.
• Help validate that new features work effectively for clinical site users.

Improve the Site Experience

• Track recurring support themes and help identify root causes.
• Look for opportunities to reduce repetitive administrative work for clinical research teams.
• Recommend improvements to support processes, training, workflows, and product capabilities.
• Help create scalable processes as Tilda grows its customer and site base.
• Partner with Implementation and Customer Success teams to ensure a smooth transition from onboarding to ongoing site support.

Required Qualifications

• 2+ years of experience in clinical research, clinical trial operations, site operations, or a related clinical research function.
• Experience with Data Entry and creating eSource in prior roles is Required
• Experience working directly with clinical research sites or site-based clinical teams.
• Strong understanding of how clinical research sites operate.
• Experience working with Clinical Research Coordinators, Investigators, Site Managers, or similar clinical stakeholders.
• Experience using or supporting clinical trial technology or software platforms.
• Strong customer-service and communication skills.
• Ability to troubleshoot problems in a structured and logical way.
• Comfortable learning new technology and explaining technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple support requests and priorities.
• Ability to communicate clinical workflow issues clearly to Product, Engineering, or technical teams.
• Strong attention to detail and follow-through.

Preferred Qualifications Experience with clinical technology platforms such as:

• Medidata
• Veeva
• Florence Healthcare
• Oracle Clinical
• IQVIA clinical technologies
• Signant Health
• Clario
• TrialKit
• CTMS platforms
• EDC platforms
• eRegulatory / eISF systems
• eConsent platforms
• Patient recruitment or clinical workflow software