eCOA Technical Consultant

Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.

Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.

The eCOA Technical Consultant is a customer-facing technical role. This position provides technical support for eCOA studies during the maintenance phase, investigates system issues, coordinates resolutions, and works closely with clients and cross-functional teams.

The role requires strong troubleshooting, communication, organization, and problem-solving skills, as well as the ability to manage multiple studies and time-sensitive requests.

• Provide technical support for eCOA studies during the maintenance phase.
• Investigate and resolve technical questions, incidents, and escalations.
• Analyze system behavior, data, and integrations to identify root causes.
• Serve as a technical escalation point for eCOA-related issues.
• Collaborate with Project Managers, Customer Care, Product, Development, Quality, and Integration Solutions teams.
• Support issues related to questionnaires, schedules, devices, applications, notifications, and data transfers.
• Manage and track support requests, defects, and change control activities.
• Communicate technical findings and proposed solutions clearly to clients and internal stakeholders.
• Identify recurring issues and contribute to root-cause analysis and process improvements.
• Create and maintain FAQs, support documentation, training materials, and study-specific guidance.
• Participate in client meetings and provide technical guidance throughout the study lifecycle.
• Support the implementation of approved system changes and study updates.
• Perform other duties as assigned.

• Bachelor’s degree or equivalent experience.
• Experience in technical support, customer support, software operations, or issue resolution.
• Strong troubleshooting and analytical skills.
• Ability to understand technical systems, workflows, and data.
• Excellent written and verbal communication skills in English.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Excellent attention to detail.
• Ability to explain technical concepts clearly to non-technical audiences.
• Proactive, customer-focused, and solution-oriented approach.

• Experience with eCOA, IRT, EDC, SaaS, or clinical trial technology.
• Experience working with enterprise software applications.
• Basic SQL or database knowledge.
• Experience with ticketing systems and change control processes.
• Experience supporting international clients.
• Knowledge of clinical trial processes or regulated environments.

• 2+ years of relevant experience preferred.