Technical Services Engineer - Site Infrastructure & Enablement

Iterative Health is a healthcare technology and services company using clinical research expertise and artificial intelligence to improve patient outcomes. The Technical Services Engineer will support the infrastructure, technology, equipment, systems, vendors, and workflows needed to launch and operate managed clinical research sites. The role owns Tier 1 support, coordinates site enablement and equipment logistics, troubleshoots technical issues, and partners with cross-functional teams to improve site-support processes.

Responsibilities

• Own Tier 1 support for all managed sites, serving as a primary point of contact for site questions, requests, and issues; triaging requests, resolving issues within scope, coordinating escalation when needed, and following requests through resolution
• Own medical equipment support and requests for site build-outs, including identifying equipment needs, coordinating requests, tracking status, and working with internal stakeholders and external vendors to support new and existing sites
• Own identification of ancillary-services vendors for managed sites, including researching potential vendors, assessing service capabilities and site requirements, coordinating vendor engagement, and supporting establishment of required services
• Provide backup pre-screening support until additional dedicated pre-screening resources are hired, using established study criteria, workflows, systems, and escalation pathways
• Triage and support resolution of technical requests for all managed sites, coordinating across internal teams, vendors, and site personnel as needed to troubleshoot and resolve hardware, software, system, connectivity, equipment, and other technology-related issues
• Support procurement and logistics for all managed sites, including purchasing coordination, shipping, receiving, inventory, equipment movement, replacement, and related logistics required to support site operations
• Support equipment installation and setup for new site build-outs, including medical and technical equipment, and coordinate with site personnel, vendors, IT, and other stakeholders to ensure equipment is installed, configured, documented, and operational
• Document Site Infrastructure & Enablement processes including but not limited to site configurations, equipment and vendor information, support procedures, and knowledge resources to improve consistency, scalability, and operational efficiency
• Partner with Site Operations, Clinical Operations, IT, Quality, Regulatory, and other stakeholders to identify and implement improvements to site-support processes
• Travel periodically to managed clinical sites to support site build-outs, equipment installations, troubleshooting, and other onsite activities
• Perform related duties as requested

Preferred

• Experience completing or supporting Feasibility Questionnaires, Vendor Assessments, and InfoSec Assessments for clinical research sites and studies
• Experience providing Tier 1 support for Compliance and Quality Management Systems, including familiarity with Computer System Validation (CSV) and 21 CFR Part 11 validation requirements
• Experience administering or supporting clinical research systems and applications, including RealTime, CRIO, CTMS, Salesforce, and EHR integrations
• Experience deploying and managing CTMS templates, including study, financial, and eSource templates, and supporting Salesforce data integrity, dashboards, and verification/validation
• Experience supporting EHR integration implementation, video-recording workflows, and other specialized clinical technology across sites and vendors
• Experience working directly with clinical research sites, investigators, research coordinators, sponsors, CROs, and/or clinical-service vendors
• Familiarity with GCP, clinical research regulatory requirements, data privacy, and healthcare technology environments
• Experience supporting technology and operations across a multi-site healthcare or clinical research organization
• Feasibility Questionnaires
• Vendor Assessments
• InfoSec Assessments
• Compliance Management Systems
• Quality Management Systems
• Computer System Validation
• 21 CFR Part 11
• Clinical Research Systems
• CRIO
• CTMS
• Salesforce
• EHR Integrations
• CTMS Templates
• Data Integrity
• Dashboards
• EHR Integration Implementation
• Video-Recording Workflows
• GCP
• Clinical Research Regulations
• Data Privacy
• Healthcare Technology
• Collaboration
• Communication

Benefits

• Hybrid work environment with in-office collaboration two days per week in either our NYC or Boston office
• Comprehensive medical, dental, and vision coverage, with up to 80% of premiums covered by Iterative Health
• Mental health and wellness support through Spring Health
• Health HSA or FSA options, and commuter FSA contributions supported by Iterative Health
• Unlimited PTO, 12 company holidays, and a company-wide shutdown between Christmas and New Years
• 401(k) program with a company match of up to 3% (up to $3,000 annually)
• Weekly in-office lunch benefit every Tuesday
• 100% company-paid short-term and long-term disability coverage
• Annual wellness and professional development stipend to support your health and growth

Company

• Clinical research technology and services for accelerating novel therapies
• Cambridge, Massachusetts, USA
• https://iterative.health/
• Founded in 2017
• 51-200 employees

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Healthcare Administration, Clinical Research, Life Sciences, Business Operations, or a related field, or equivalent professional experience
• 3+ years of relevant experience supporting clinical research sites, healthcare operations, technical services, field support, IT, or comparable multi-site environments
• Demonstrated ability to independently own Tier 1 support requests from intake through resolution, including triage, troubleshooting, escalation, stakeholder communication, and follow-up
• Experience supporting clinical or healthcare technology, including end-user hardware, software, peripherals, connectivity, applications, EHRs, and other site systems
• Experience supporting site equipment and technology throughout the lifecycle, including procurement, inventory, shipping, deployment, installation, troubleshooting, replacement, and asset management
• Experience coordinating with external vendors and service providers, including equipment installation, service delivery, vendor assessments, and MSA or similar contracting workflows
• Working knowledge of clinical research site operations and workflows, with the ability to support site enablement, pre-startup activities, and study readiness
• Experience working with EHRs, clinical systems, or healthcare data, including using patient-population queries to support site selection or pre-startup activities
• Ability to provide backup pre-screening support using established study criteria, processes, systems, and escalation pathways
• Strong troubleshooting, analytical, organizational, and root-cause-analysis skills, with demonstrated ownership and ability to operate independently
• Excellent written and verbal communication skills with a customer- and site-service-oriented mindset
• Ability to prioritize multiple requests and projects in a fast-paced, rapidly changing environment while collaborating effectively across functional teams
• Willingness to travel to managed clinical sites as needed
• Experience completing or supporting Feasibility Questionnaires, Vendor Assessments, and InfoSec Assessments for clinical research sites and studies
• Experience providing Tier 1 support for Compliance and Quality Management Systems, including familiarity with Computer System Validation (CSV) and 21 CFR Part 11 validation requirements
• Experience administering or supporting clinical research systems and applications, including RealTime, CRIO, CTMS, Salesforce, and EHR integrations
• Experience deploying and managing CTMS templates, including study, financial, and eSource templates, and supporting Salesforce data integrity, dashboards, and verification/validation
• Experience supporting EHR integration implementation, video-recording workflows, and other specialized clinical technology across sites and vendors
• Experience working directly with clinical research sites, investigators, research coordinators, sponsors, CROs, and/or clinical-service vendors
• Familiarity with GCP, clinical research regulatory requirements, data privacy, and healthcare technology environments
• Experience supporting technology and operations across a multi-site healthcare or clinical research organization
• 3+ years of relevant experience supporting clinical research sites, healthcare operations, technical services, field support, IT, or comparable multi-site environments.

Required skills

• 21 CFR Part 11, CRIO, CTMS, Clinical Research Site Operations, Clinical Research Systems, Computer System Validation (CSV), EHR Integration, EHRs, Healthcare Technology Support, IT Troubleshooting, Medical Equipment Lifecycle Management, Procurement and Logistics, Salesforce, Tier 1 Technical Support, Vendor Management

Experience

• 3+ years