Production Support Analyst

Employer Provided Salary: 60,000-65,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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About Us:

Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Wakefield, Massachusetts with offices across the United States, Europe, and Asia.

Position Overview:


The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. The person in this role will make independent decisions. The role requires interaction with internal study teams and external customers. 

*This role can be based remotely with the working hours of 9am-5pm PST


  • Provide excellent customer service to end users of endpoint IRT systems. 
  • Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe. 
  • Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources 
  • Document all incoming queries in endpoint’s ticketing system. 
  • Escalate to internal teams when issues cannot be resolved within the support team. 
  • Review data change requests for clarity, completeness and impact. 
  • Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request. 
  • Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration 
  • Participates in conference calls and/or meetings with internal and external teams as needed. 
  • Organize own workspace and deadlines to ensure timely completion of tasks. 
  • Provide guidance and mentoring to associate PSAs. 
  • Create and submit training and knowledgebase for review by senior or lead PSA. 
  • Demonstrate appropriate decision-making and strong IRT trouble-shooting skills 
  • Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request. 
  • This position requires weekend and holiday coverage. 
  • Perform other duties as required. 


  • BA/BS Degree and/or appropriate experience 


  • 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email. 
  • Ideal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need. 
  • A proven ability to understand technical concepts and learn very quickly, including experience with SQL databases. 
  • Some experience in the life science industry preferred. 
  • High-level of attention to detail with excellent organizational skills and ability to multi-task. 
  • Strong interpersonal skills with the ability to work effectively with a wide variety of professionals. 
  • Previous experience working in a fast-paced, support-oriented environment. 
  • Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal. 
  • Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools. 


  • Strong attention to detail
  • Excellent organizational and time management skills 
  • Excellent verbal and written communication skills 
  • Technical aptitude 
  • Adaptability/flexibility in a changeable, fast-paced environment 
  • Ability to learn and apply new skills quickly 
  • Critical thinking 

Endpoint Clinical does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Endpoint Clinical will be considered Endpoint Clinical property, and Endpoint Clinical will not pay a fee should it hire the subject of any unsolicited resume.

Endpoint Clinical is an equal opportunities employer AA/M/F/Veteran/Disability.


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment, qualified applicants with arrest and conviction records.


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Technology we use

  • Engineering
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Nestled in the heart of San Francisco, 2 Embarcadero Center boasts a vibrant neighborhood characterized by iconic landmarks, diverse dining options, and a dynamic urban atmosphere. Public transit options are available!

An Insider's view of Endpoint Clinical, Inc.

What are some social events your company does?

Along with quarterly massages, we got to enjoy each others' company, while learning about different cultural events such as Hanukkah and Lunar New Year through shared experiences and delicious foods. Since then, our teams have worked hard to encourage mental health and wellness, as well as physical health and wellness during quarantine.


Project Manager

How do you collaborate with other teams in the company?

Part of my job as Desktop Support is to communicate with our employees frequently. We use several different methods to accomplish this. We utilize a ticketing system, MS Teams, and Go To Assist for the communications with both our office-based or remote employees. The tools we use make it easy to troubleshoot & resolve technical issues.


Desktop Support Technician

How do you make yourself accessible to the rest of the team?

A key goal is ensuring my team is effective. We’re all essential to delivering success for our clients. I leverage the tools Endpoint provides for communication and collaboration – calls, video chats, and even in-office meetings when we can – as well as asynchronous communication methods for the global team.


Sr. Director of IT

How would you describe the company’s work-life balance?

We move fast and keep busy. It helps to be part of a company that prepares and cares for its people. We do that. Unlimited vacation is part of our package for FTEs, and we use multiple wellness opportunities – from meditation to supportive circles and safe space groups, to invest in personal development.


Learning & Development - Director Operations

What are Endpoint Clinical, Inc. Perks + Benefits

Endpoint Clinical, Inc. Benefits Overview

Endpoint offers a few different benefit plan options for our employees to choose from. We also have a generous Time Off Policy, matching 401(k), and a 529 Plan!

Volunteer in local community
Open office floor plan
Employee-led culture committees
Flexible work schedule
Remote work program
Highly diverse management team
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Virtual Yoga
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Flexible time off
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Professional Development
Job training & conferences
Promote from within
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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