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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Analyst I (Sun-Thurs; 8 PM to 5 AM ET) - **Company:** The Clinical - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Computer Programming, Issue Tracking Systems, JSON, Networking Basics, Salesforce.Com, SQL Databases, Wi-Fi Technology, Cisco - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e8c34d646f0354e2 ## About the Role * Associates degree and at least 2 years' experience in a busy, product and customer-focused IT support role providing phone and written end-user support, or equivalent experience * Ability to work Sunday to Thursday, 8:00 PM to 5:00 AM ET * Experience providing end-user support in life sciences or healthcare preferred * Proven ability to solve problems in a logical, quick, and efficient manner * Ability to learn a variety of technical topics and new tools quickly, including how systems function & the roles they perform from the user perspective * Effective work prioritization and the ability to work under pressure * Outstanding verbal, phone, and written communication skills * Driven customer service ethos * Technical aptitude and enthusiasm for learning * Specific systems or programming knowledge preferred * Knowledge of Windows 10 and 11 * Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.) * Experience with basic networking and Wi-Fi preferred * An understanding or hands-on experience with SQL and/or JSON a plus * Cisco CCNA or Microsoft MCSE a plus * Experience using an MDM or remote monitoring & management tool preferred * Experience working with vendors and/or integration partners preferred ## Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Sunday to Thursday; 8:00 PM - 5:00 AM ET. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience in a customer-focused support position. The Product Support Analyst I's responsibilities include: * Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets * Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes * Manage users' expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP) * Provide exceptional tier I product support and solutions to external users' problems and requests * Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution * Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally * Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented * Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience * Provide input and feedback on departmental "living documentation" in the form of Wiki comments, how-to articles, and other documents * Work with and as a team, to provide world class support to end users and customers ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Is everything difficult, or is it just me?](https://www.wearedevelopers.com/videos/907-is-everything-difficult-or-is-it-just-me) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance)