Principal Support Specialist

REALTIME SOFTWARE SOLUTIONS LLC• Remote, US,

5d•Remote

About The Position

The Principal Support Specialist is a senior individual contributor responsible for providing dedicated support and proactive relationship management for RealTime's most strategic customer accounts. This role combines deep platform expertise with executive-level customer communication and serves as the primary escalation resource for complex, high-visibility cases requiring experienced judgment and coordinated cross-functional response. As a senior member of the Customer Support organization, the Principal Support Specialist owns escalations from intake through resolution, partners closely with Product, Engineering, and Customer Success, and influences how the support function delivers for its most important customers. This is an individual contributor role with significant cross-functional influence and no direct reports.

Requirements

7+ years of customer support, technical account management, or customer success experience in a SaaS environment, including a minimum of 3 years in a senior individual contributor or dedicated strategic account capacity.
Demonstrated track record of independently owning high-stakes escalations for enterprise or strategic customer accounts from intake through resolution, including documented examples of retaining or restoring trust with at-risk accounts.
Direct experience leading customer-facing escalation calls and executive communications with VP or C-suite-level customer stakeholders.
Proven ability to coordinate multi-team responses across Engineering, Product, and Customer Success to resolve complex, cross-functional issues without requiring escalation to leadership for direction.
Deep experience with clinical trial management systems or other healthcare and life sciences software, including working knowledge of the regulatory environment (HIPAA, and either GCP or 21 CFR Part 11).
Demonstrated ability to synthesize patterns across a portfolio of accounts and translate observations into actionable recommendations for product, process, or service improvements.
Exceptional written and verbal communication skills, with proven ability to communicate clearly with both technical and executive audiences under pressure.
High degree of professional judgment and composure in sensitive situations, with the ability to operate independently in ambiguous or complex circumstances.
Proficiency with Salesforce (case management) and JIRA, including experience using CRM-based account tracking to manage a named customer portfolio.
Ability to maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI).

Nice To Haves

Direct experience with RealTime SOMS, Complion, or Devana platforms.
Background in clinical research operations, site management, or sponsor/CRO-side study management.
Experience supporting enterprise customers in a SaaS environment with complex, regulated workflows.
Bachelor's degree in a related field, clinical research, health sciences, or business preferred.

Responsibilities

Serve as the dedicated support point of contact for an assigned portfolio of RealTime’s top strategic accounts ensuring these customers receive a consistently elevated, white-glove support experience.
Develop deep familiarity with each assigned account’s configuration, workflows, usage patterns, open issues, and relationship history; maintain account-level documentation that enables continuity and proactive service.
Proactively monitor account health indicators and open case activity for assigned accounts; identify patterns, risks, and engagement opportunities before they surface as escalations.
Conduct regular outreach and relationship touchpoints with key stakeholders at assigned accounts to validate satisfaction, surface concerns early, and reinforce RealTime’s commitment to their success.
Own the end-to-end lifecycle oversight of escalated cases from key accounts from intake through resolution and customer confirmation ensuring no escalation is left without clear ownership, next steps, and communication.
Investigate complex, multi-system, or cross-functional issues; drive resolution by coordinating with L2 Specialists, Product Health, Engineering, and Customer Success as needed.
Serve as the internal escalation resource for Support Leads and L2 Specialists on cases involving named accounts, high risk, or executive visibility, providing guidance, joining calls, or directly taking over cases as the situation warrants.
Lead customer-facing escalation calls and executive communications with composure, transparency, and solution orientation; manage expectations clearly throughout the resolution process.
Monitor account health indicators and open case activity across the assigned portfolio to identify patterns, risks, and engagement opportunities before they surface as escalations.
Partner with Customer Success and Professional Services to ensure coordinated care for escalated accounts and informed handoffs between teams.
Synthesize recurring themes, systemic issues, and product gaps observed across the key account portfolio.
Communicate findings and actionable recommendations to the Director of Customer Support and the Product Health team on a regular cadence.
Document escalation outcomes, root causes, and lessons learned in a format that strengthens the team's handling of future issues.
Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI) as part of daily responsibilities.
Uphold the highest standards of written and verbal professionalism in all customer and internal communications, consistent with the elevated expectations of this role.
Model RealTime’s customer commitment principles and serve as a standard-bearer for quality, responsiveness, and accountability within the support organization.