Support Integrations Analyst - SaaS Space

Who We Are: 

CRIO (Clinical Research IO) is a health tech company helping pharma, biotech, research sites, and academic research centers streamline regulatory workflows with one system and a single source of clinical data capture. Our modules allow sites to capture data electronically in real-time, providing data managers and monitors with enhanced transparency, and enabling remote monitoring by sponsors and CROs.

CRIO’s eSource and CTMS system is a leading, modern, enterprise platform built for clinical research sites. Since CRIO’s launch in 2016, CRIO has established the leading brand position in eSource and has won close to 50% of the emerging class of enterprise-grade site networks, many of whom are backed by institutional investors such as VC, PE and corporations. CRIO has achieved the attached metrics, all with little to no serious outbound sales or marketing.

In 2022, CRIO released its Reviewer product, a separate application that allows third parties to review, query, lock, medical code and extract source data collected in eSource. Reviewer is a flexible application that CRIO commercializes with its own site networks, with third party vendors (e.g., overnight EDC entry services), and with sponsors and CRO’s as either a remote monitoring tool OR a full EDC solution. This innovative architecture is truly groundbreaking, and offers a new vision for how sponsors and CRO’s can drive quality and efficiency.

About the Role - Integrations Support Analyst

We are seeking a detail-oriented and technically skilled Integrations Support Analyst to join our team. In this role, you will provide support for third-party and internal integrations, troubleshoot integration-related issues, and ensure seamless connectivity between our SaaS platform and external systems. You will collaborate closely with customers, product teams, client services, and engineering to resolve integration challenges and enhance user experience.

Responsibilities

• Integration Support & Troubleshooting
• Assist customers and internal teams with API and third-party integration issues.
• Diagnose and resolve connectivity, authentication, and data transfer problems.
• Work with engineering teams to escalate and resolve complex technical issues.
• Customer & Partner Collaboration
• Act as a technical liaison between customers, partners, and internal teams for integration-related inquiries.
• Provide guidance and best practices for API usage and data integrations.
• Document and communicate known issues, solutions, and workarounds.
• Monitoring & Performance Optimization
• Track integration performance and proactively identify potential issues.
• Ensure APIs and integrations maintain high availability and reliability.
• Recommend process improvements to optimize integration workflows.
• Documentation & Knowledge Sharing
• Maintain and update internal knowledge bases and FAQs related to integrations.
• Contribute to customer-facing documentation to improve self-service support.
• Conduct training on common integration configuration, workflows, challenges and resolutions.

Skills/Experience

• At least 2-3 years Experience in SaaS integrations, APIs, or technical support roles.
• Strong understanding of RESTful APIs, JSON, webhooks, and authentication protocols (OAuth, API Keys, etc.).
• Hands-on experience with an API testing solution, like Postman
• Ability to read and debug API logs and data payloads.
• Excellent problem-solving and communication skills to translate technical issues for non-technical users.
• Experience with SQL, scripting, or basic coding is a bonus.

• Ability to maintain composure and react professionally during periods of stress.
• Effective verbal, written, and interpersonal skills - can effectively and respectfully actively listen and communicate within every level of the organization.

• Experience communicating with clients, managing expectations and working towards consensus
• Experience with project management and Agile work capture/planning tools (Jira etc.)

Nice to Have

• Experience understanding clinical data, clinical data workflow and guiding transformations and integrations.
• Understanding of eClinical vendor systems and workflows.
• Experience with 21 CFR Part 11, HIPAA, CDISC ODM, HL7 FHIR or GDPR conformance.

• Work from anywhere
• Lunch on us - During Training Days
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision
• Life insurance
• Professional development

Annual Salary: $90,000 - $95,000 + Annual Performance Bonus

At CRIO, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.