Tilda Research, Inc.
Site Support Specialist — Clinical Research
Skills
Job description
REMOTE
WORK US EAST COAST HOURS
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 new 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 technical teams to investigate.
Identify practical workarounds when appropriate while longer-term solutions are being developed.
Help prioritize issues based on clinical and operational impact.
Understand Site Operations
Apply knowledge of clinical research site workflows to help users effectively use Tilda.
Understand common activities across the clinical trial lifecycle, including:
Study startup
Patient recruitment and screening
Patient visits
Study documentation
Data collection
Regulatory activities
Investigator oversight
Study conduct
Study closeout
Understand the roles and responsibilities of Clinical Research Coordinators, Investigators, Site Managers, Sponsors, and CROs.
Recognize how technology issues can affect patient visits, study timelines, data quality, and site productivity.
Site Training & Enablement
Support onboarding and training of new clinical research sites and users.
Conduct platform walkthroughs and workflow training sessions.
Help users understand best practices for using Tilda within their daily clinical workflows.
Develop and maintain support documentation, FAQs, training materials, and user guides.
Identify recurring questions that can be addressed through better documentation or training.
Help drive long-term user adoption and confidence with the platform.
Partner With Product & Engineering
Serve as a voice of the clinical site by sharing recurring feedback, workflow challenges, and product needs with Product and Engineering.
Clearly translate clinical user problems into actionable product or technical information.
Identify recurring support issues that may indicate opportunities for:
Product improvements
Workflow changes
Automation
Better training
Improved user experience
Participate in testing new product capabilities and workflow improvements.
Help validate that new features work effectively for clinical site users.
Improve the Site Experience
Track recurring support themes and help identify root causes.
Look for opportunities to reduce repetitive administrative work for clinical research teams.
Recommend improvements to support processes, training, workflows, and product capabilities.
Help create scalable processes as Tilda grows its customer and site base.
Partner with Implementation and Customer Success teams to ensure a smooth transition from onboarding to ongoing site support.
Required Qualifications
2+ years of experience in clinical research, clinical trial operations, site operations, or a related clinical research function.
Experience with Data Entry and creating eSource in prior roles is Required
Experience working directly with clinical research sites or site-based clinical teams.
Strong understanding of how clinical research sites operate.
Experience working with Clinical Research Coordinators, Investigators, Site Managers, or similar clinical stakeholders.
Experience using or supporting clinical trial technology or software platforms.
Strong customer-service and communication skills.
Ability to troubleshoot problems in a structured and logical way.
Comfortable learning new technology and explaining technical concepts to non-technical users.
Strong organizational skills with the ability to manage multiple support requests and priorities.
Ability to communicate clinical workflow issues clearly to Product, Engineering, or technical teams.
Strong attention to detail and follow-through.
Preferred Qualifications
Experience with clinical technology platforms such as:
Medidata
Veeva
Florence Healthcare
Oracle Clinical
IQVIA clinical technologies
Signant Health
Clario
TrialKit
CTMS platforms
EDC platforms
eRegulatory / eISF systems
eConsent platforms
Patient recruitment or clinical workflow software
About Tilda Research, Inc.
About Tilda
Tilda Research is reimagining how clinical trials are run by bringing AI-native tools and AI teammates into clinical research operations. Our technology works alongside sponsor, CRO, and research teams to simplify study management, improve data quality, support real-time oversight, and help accelerate trial timelines.
We are building the future of clinical trial execution: one where research teams can spend less time on administrative bottlenecks and more time focused on patients, sites, and the work that moves new treatments forward. Tilda’s mission is rooted in the belief that clinical research should be faster, more efficient, more scalable, and more accessible — without losing the human judgment and care that patients and research teams deserve.
At Tilda, we are a team of builders, operators, researchers, and problem-solvers working at the intersection of healthcare, technology, and AI. We move quickly, think deeply, and care about building products and systems that create meaningful impact in the clinical research industry.