Associate Production Support Analyst
Location: Hyderabad, India
Work Mode: Hybrid / Remote (India)
Employment Type: Full Time
Category: Customer Support | Clinical Technology Services
Shift: Night Shift (Monday–Friday, 9:30 PM – 5:30 AM IST)
Endpoint is a global leader in Interactive Response Technology (IRT®) systems and solutions for the life sciences industry. Since 2009, Endpoint has partnered with pharmaceutical sponsors and clinical research organizations to drive clinical trial success. Powered by the proprietary PULSE® platform, Endpoint’s solutions optimize supply chain efficiency, reduce operational costs, and ensure accurate and timely patient dosing.
Headquartered in Raleigh-Durham, North Carolina, Endpoint operates across the United States, Europe, and Asia, supporting global clinical trials with innovative, reliable technology.
Endpoint is seeking an Associate Production Support Analyst (APSA) to join its Production Support team in India. This role serves as the first point of contact for end users of Endpoint’s IRT systems, delivering high-quality technical and functional support to internal study teams and external customers.
The Associate Production Support Analyst works independently with guidance from senior support resources and plays a critical role in ensuring system reliability, customer satisfaction, and operational excellence across clinical trial environments.
Serve as the primary support contact for end users of Endpoint IRT systems
Deliver timely, professional customer support via phone and email
Troubleshoot technical and non-technical issues using system documentation, configurations, and reference tools
Log, track, and manage all support requests in Endpoint’s ticketing system
Escalate unresolved issues to internal technical or project teams as required
Review and assess data change requests for accuracy, completeness, and impact
Collaborate with Client Services and customers to ensure database updates align with original study requirements
Execute SQL data scripts to review and validate project data
Participate in internal and client-facing calls or meetings as needed
Manage workload effectively to meet deadlines and service-level expectations
Provide weekend and holiday support as part of a rotating coverage schedule
Perform additional duties aligned with production support operations
Bachelor’s degree (BA/BS) in a related discipline or equivalent practical experience
1–2+ years of experience in a user-facing technical support or production support role
Proven experience providing troubleshooting assistance to non-technical users via phone and email
Working knowledge of SQL and the ability to quickly learn complex technical systems
Prior experience in the life sciences, clinical trials, or healthcare technology industry is preferred
Experience in fast-paced, support-driven environments with high attention to detail
Strong customer service orientation with excellent verbal and written communication skills
High attention to detail and strong organizational and time management abilities
Solid technical aptitude and ability to understand and apply complex system concepts
Critical thinking and structured problem-solving skills
Ability to adapt quickly in a dynamic, change-driven environment
Strong interpersonal skills with the ability to collaborate across diverse teams
Experience supporting IVR, IWR, or IMR platforms is an advantage
Endpoint offers a collaborative, technology-driven work environment within the global life sciences industry. Employees gain exposure to cutting-edge clinical trial systems, structured career development, and opportunities to work on global studies that impact patient outcomes worldwide.
Gujarat :
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