REALTIME SOFTWARE SOLUTIONS LLC

Manage inbound support requests, ticket queues, document interactions, ensure SLA compliance, and conduct customer training. | At least 2 years in customer or technical support in SaaS, familiarity with clinical research workflows, organizational skills, ticketing system proficiency, and minimum high school diploma. | “Be part of a company that is influential and the standard for a rapidly evolving industry!” WHO ARE WE? RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company. WHAT ARE WE LOOKING FOR? The Customer Support Specialist is the first point of contact for RealTime eClinical Solutions customers, delivering timely, empathetic, and effective support across our SOMS and Complion platforms. This role is central to the daily support queue—owning initial triage, case documentation, and first-contact resolution within defined SLAs. The ideal candidate combines a strong service orientation with a working understanding of clinical research workflows and a commitment to continuous improvement. WHAT WILL YOU BE DOING? TICKET & QUEUE MANAGEMENT * Serve as the first point of contact for inbound support requests via phone, email, and ticketing system (Salesforce); triage, categorize, and prioritize tickets according to SLA guidelines. * Document all interactions accurately and completely in Salesforce, ensuring proper case creation, updates, and closure notes are maintained. * Resolve Tier 1 issues independently and escalate Tier 2+ issues to the appropriate L2 Specialist or Support Lead with clear context and documentation. * Monitor personal queue performance and proactively flag aged or at-risk tickets to the Support Lead before SLA breach. CUSTOMER-FACING SUPPORT * Provide professional, solution-oriented support to customers navigating RealTime’s clinical trial management platforms (SOMS and Complion). * Guide customers through platform navigation, user account management (username/password resets, permissions, user roles), and standard troubleshooting workflows. * Schedule and conduct training sessions for new and existing customers on platform features, workflows, and best practices. * Proactively identify opportunities to educate customers on underutilized features that may improve their adoption and satisfaction. QUALITY & COMPLIANCE * Maintain full compliance with HIPAA Privacy Rule requirements; this role may access Protected Health Information (PHI) as part of daily responsibilities. * Follow all established support procedures, escalation paths, and knowledge base protocols consistently. * Contribute to the team's knowledge base by documenting recurring issues, solutions, and how-to guides. * Participate in team huddles, training sessions, and calibration exercises to maintain quality and consistency. COLLABORATION * Communicate clearly with cross-functional teammates, including L2 Specialists, Support Leads, and the Product Health team when escalating technical issues. * Share observations about recurring issues and customer pain points with the Support Lead to inform process improvements and product feedback loops. * Represent RealTime professionally and courteously in all customer and internal interactions.  WHAT DO YOU NEED? * 2+ years of customer service or technical support experience in a SaaS or software environment. * Experience working with or supporting clinical research sites, including familiarity with site workflows, regulatory requirements, or clinical data systems. * Demonstrated ability to troubleshoot web-based software applications and communicate technical solutions in plain language. * Exceptional written and verbal communication skills with a professional, customer-first demeanor. * Comfortable working in a ticket-driven environment with defined SLAs and accountability to productivity metrics. * Strong organizational skills—able to manage a multi-item queue, prioritize competing demands, and follow up reliably. * High School Diploma or equivalent required. WHAT SETS YOU APART? * Familiarity with Salesforce (Service Cloud or Experience Cloud), JIRA, or similar ticketing/CRM platforms. * Associate or bachelor’s degree in a related field. WHAT IS IN IT FOR YOU? * The company sponsors health insurance, long-term disability, and life insurance. * Unlimited Paid Time Off. * 10 paid Holidays. * Paid Parental Leave. * Work Anniversary Bonus. * Participation in the Employee of the Quarter Program. * Monthly $100 Connectivity Stipend Reimbursement. * RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested. All successful candidates must complete and pass reference and background checks. The desired salary must be indicated for the application to be considered. The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred. Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment. Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility. Thank you for your interest in RealTime eClinical Solutions.

Oversee security, compliance, and IT operations for clinical-trial platform including audits, cloud governance, and helpdesk leadership. | Requires deep expertise in cloud security, HIPAA/SOC 2 compliance, infrastructure as code, SIEM, databases, and technical team leadership. | “Be part of a company that is influential and the standard for a rapidly evolving industry!” WHO ARE WE? RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company. WHAT ARE WE LOOKING FOR? RealTime’s Director of IT & Security Operations owns the security, availability, and compliance of the systems that run RealTime’s multi-tenant clinical-trial platform and corporate environment. The role is accountable for operating and evidencing the controls that keep RealTime HIPAA-compliant and SOC 2 Type 2 audit-ready. This covers protecting Protected Health Information (PHI) across per-customer databases, governing how infrastructure is provisioned as code, and controlling how AI systems access regulated data. The role leads corporate IT and helpdesk and is the subject-matter expert for system and security architecture, uptime, and security posture. WHAT WILL YOU BE DOING? Compliance & Security Governance (HIPAA / SOC 2 Type 2) * Operate and evidence the controls required for SOC 2 Type 2 (Security, Availability, and Confidentiality) and the HIPAA Security, Privacy, and Breach Notification Rules. * Act as day-to-day lead for external SOC 2 Type 2 and HIPAA audits. Maintain the control narrative, coordinate evidence, and close findings. * Run continuous control monitoring (GRC) tooling such as Vanta or Drata so control status and evidence stay current. * Maintain the risk register and run an annual risk assessment covering PHI systems, vendors, and infrastructure. * Own the Business Associate Agreement (BAA) lifecycle and third-party risk. Execute and track BAAs with every vendor that touches PHI, including cloud and AI vendors, and review vendor security annually. Data Protection & Access Management * Enforce least privilege of access across corporate and production systems: role-based access control, MFA, and time-bound access to customer databases and PHI. * Own the joiner-mover-leaver process and run quarterly access reviews, including privileged access, with evidence retained for audit. * Deploy data-leakage controls: data classification, DLP, egress filtering, and database activity monitoring to detect and block unauthorized bulk access. * Validate multi-tenant isolation as a standing control and confirm one customer’s data cannot be reached from another tenant. Manage encryption at rest and in transit, with keys held separately from the data. * Own secrets management. No credentials, keys, or tokens in source code, container images, or infrastructure-as-code state. Cloud Operations & Infrastructure as Code * Manage cloud hosting vendors and environment changes. Maintain and improve the RTSS database infrastructure architecture in a cloud-hosted environment, including replication, federation, availability, and recoverability. * Manage cloud infrastructure as code (Terraform) as the source of truth: peer-reviewed changes, drift detection, and policy-as-code enforced in CI/CD, with separation between the author and approver of a change. * Detect and resolve infrastructure performance issues (CPU, memory, disk I/O, resource contention). Design and deploy infrastructure to meet the CIS Critical Security Controls. * Own vulnerability and patch management with remediation SLAs by severity, recurring scanning, and annual third-party penetration testing, tracked to closure. * Support the team on customer non-code issues such as email and SSO. Security Operations & Incident Response * Monitor the security of corporate and cloud environments. Identify detection gaps and expand log collection, detection, and analytics. * Run centralized, tamper-evident logging (SIEM) with anomaly alerting and six-year retention aligned to HIPAA. * Maintain and test a documented incident response plan with defined severity levels, escalation, and evidence retention. Run tabletop exercises. * Investigate incidents, determine root causes, preserve evidence, and meet HIPAA breach-notification timelines within 60 days. AI / LLM Governance * Set and enforce controls for how AI and LLM systems access regulated data, including internal MCP services and cloud AI such as AWS Bedrock. Confirm BAA coverage of AI vendors, prevent PHI exposure to models, and audit AI usage. * Set and enforce an acceptable-use policy covering unmanaged AI tools. Internal Helpdesk * Manage the team by providing technical support to employees. * Manage corporate IT: desktop support, business applications, and procurement and asset management of hardware and software. * Provide project management for internal IT deployments, migrations, and mergers. Technology Leadership * Develop and maintain IT, security, and systems architecture SOPs, and run security-awareness training for the workforce. * Design and manage the disaster-recovery and business-continuity process with defined RTO and RPO targets and periodic recovery testing. * Define and report security and reliability KPIs: access-review completion, patch and remediation SLA attainment, mean time to detect and respond, control pass rate, and uptime. * Participate in technical solution and design discussions. Maintain compliance with company policies on the HIPAA Privacy Rule. This role may view PHI as part of daily duties. WHAT DO YOU NEED? * Deep understanding of operations, systems, network, and cloud security. * Experience operating and evidencing controls for SOC 2 Type 2 and the HIPAA Security Rule in a production environment handling regulated data. * Hands-on experience with identity and access management, least-privilege design, and privileged access management. * Experience with infrastructure as code (Terraform) and change management in a CI/CD pipeline. * Experience with SIEM and security monitoring of cloud environments. AWS preferred. * Strong leadership and business judgment. Experience managing multiple projects across prioritization, planning, and execution. * Experience troubleshooting production workloads using application and system monitoring tools. * Experience with replication, federation, and relational databases. WHAT SETS YOU APART? * Security certification such as CISSP, CISM, or CCSP. * Experience leading or coordinating a SOC 2 Type 2 examination or HIPAA audit. Two or more years of HIPAA compliance experience. * Experience with DLP, database activity monitoring, and data-egress controls in a multi-tenant SaaS environment. * Experience governing AI or LLM systems that process regulated data. * Experience managing remote employees and supporting corporate IT globally. * Working knowledge of Git and source control (GitHub or Subversion). Experience with Kanban or other agile methods. * Bachelor’s degree in computer science, software engineering, or equivalent experience. WHAT IS IN IT FOR YOU? * The company sponsors health insurance, long-term disability, and life insurance. * Unlimited Paid Time Off. * 10 paid Holidays. * Paid Parental Leave. * Work Anniversary Bonus. * Participation in the Employee of the Quarter Program. * Monthly $100 Connectivity Stipend Reimbursement. * RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested. All successful candidates must complete and pass reference and background checks. The desired salary must be indicated for the application to be considered. The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred. Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment. Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility. Thank you for your interest in RealTime eClinical Solutions.