Support Engineer

TriNetX, LLC. • Cambridge, MA

1d • Hybrid

About The Position

TriNetX connects healthcare organizations and researchers across the globe so they can see what’s happening in real patient populations—not guesses, not simulations.

Our aim is simple and ambitious: Provide a clear path to trustworthy answers, whether your goal is to create promising new therapies, publish groundbreaking research, or improve health outcomes.

We keep identifiable data where it belongs—inside more than 11,000+ clinical sites across 20+ countries—preserving security, provenance, and granularity. Our trusted partnerships with providers ensure high-fidelity data, and a properly governed linkage back to individual patients.

At TriNetX, we enable life sciences, healthcare, and academic institutions to strengthen human health—with data you can trace, evidence you can defend, and answers you can trust.
We are seeking a Customer Support Engineer who thrives in a customer-facing environment and brings strong product knowledge, technical expertise, and clear communication skills. This individual is eager to learn new technologies and continuously grow their skill set. They will play a key role in resolving customer cases, maintaining the health of our appliance fleet, and supporting product release initiatives

Requirements

• BS and/or MS degree in Computer Science, Information Technology or equivalent fields required
• Exceptional customer service, organizational, prioritization, multitasking, and verbal/written communication skills with minimally three years of experience
• Excellent troubleshooting skills with the ability to analyze and solve complex technical issues
• Acknowledged self-motivated continuous learning approach for emerging technologies
• Strong knowledge of networking and Linux system administration
• Basic AWS administration experience
• Recent experience and proficiency with a scripting language (Python preferred)
• Recent experience and proficiency with SQL

Nice To Haves

• Experience with Ansible and Terraform or similar automation and infrastructure‑as‑code tools preferred

Responsibilities

• Develop and maintain expert-level knowledge of TriNetX product features, architecture, and related technologies.
• Provision and configure TriNetX appliances, including both physical hardware and virtual appliance deployments.
• Set up and troubleshoot federated authentication for customer access to the TriNetX platform, including SAML, ADFS, and Microsoft Azure AD integrations.
• Drive timely resolution of Customer Support cases with a focus on exceeding customer expectations at every interaction.
• Contribute to the continuous improvement of Customer Support processes, workflows, and tools.
• Coordinate effective issue escalations in close partnership with Product Management and Software Engineering teams.
• Develop, maintain, and distribute internal and customer‑facing knowledge resources, including FAQs and knowledge base articles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees