Role Overview
The Site Support Specialist sits at the intersection of Clinical Research Operations, Customer Support, Site Enablement, and Product.

This role is designed for someone who understands the day-to-day realities of running clinical trials at the site level and enjoys helping users solve problems, adopt recent technology, and work more efficiently.

You will work directly with Clinical Research Coordinators, Site Managers, Investigators, Regulatory teams, and other clinical research professionals to help them successfully use Tilda.

This is not a traditional IT help desk role. We are looking for someone who can understand both the clinical workflow and the technology, troubleshoot issues effectively, educate users, and identify opportunities to improve the overall site experience.

What You'll Do
Support Clinical Research Sites
Serve as a primary point of contact for clinical research sites using the Tilda platform.
Build protocol-specific eSource for assigned sites
Assist sites with document collection and filing, particularly during the site start up effort on a new study




Respond to site questions, workflow issues, and product support requests.
Help Clinical Research Coordinators, Site Managers, Investigators, and other users navigate Tilda successfully.
Understand the user's clinical workflow and determine what they are trying to accomplish before recommending a solution.
Provide timely, clear, and professional communication throughout issue resolution.
Follow through on site issues until users are able to successfully continue their work.
Troubleshoot Clinical & Product Issues
Investigate reported user issues and determine whether they are related to:
User workflow
Training or process gaps
Platform configuration
Data or permissions
Product functionality
Potential software defects
Reproduce and document issues before escalating them to Product or Engineering.
Gather the appropriate information, screenshots, workflows, and reproduction steps needed for te

📌 Site Support Specialist (India)
🏢 Tilda Research
📍 India