Clinical Software Support Specialist (ADX-254-20)

| Greater Boulder Area
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Clinical Software Support Specialist (ADX-254-20)
THE COMPANY: ArcherDX, Inc. -
ArcherDX is advancing molecular diagnostics with a robust technology platform for genetic mutation detection by next-generation sequencing. By combining patented Anchored Multiplex PCR (AMP™) chemistry in an easy-to-use, lyophilized format and powerful bioinformatics software, the Archer® platform enhance genetic mutation identification. ArcherDX provides oncology-focused research products and is pursuing regulatory approval for multiple companion diagnostic assays. ArcherDX is headquartered in Boulder, Colorado. Learn more at and follow @ArcherDXInc on Twitter, Facebook and LinkedIn.
The Clinical Software Support Specialist is responsible for the external support of ArcherDX's core software products used in clinical operations and other products and services as required. This individual will conduct Software training for external site operators and provide ongoing technical support to sites in partnership with the Archer Clinical Operations, Software, and Data Management teams throughout the set up and execution of clinical trials. This individual will serve as the technical primary point of contact for software related issues at external sites. The ideal candidate will possess a solid grounding in software infrastructure (e.g. AWS cloud environments, containers, and other environmental details related to enterprise-class software hosting), as well some software background. She/he should be able to read/write basic python, bash, or other scripts. Finally, this position will be customer facing and as such, the candidate should be personable and excited to work with our clients to answer questions and help resolve issues.
As part of the Clinical Operations team and in collaboration with Archer’s Software Department, the Clinical Software Support Specialist will provide technical support and training on ArcherDX products and software to external sites participating in ArcherDX clinical trial activities. They will be responsible for proactive planning software support for clinical sites, risk mitigating and resolving issues through to completion. This potentially could involve creating scripts for various troubleshooting or customer support purposes and ensuring that each customer has a positive experience with Archer's software products.
Job performance will involve a variety of activities including:
  • External Site Support- technical point of contact for software and bioinformatics-related training, troubleshooting, ongoing support throughout clinical trials
  • Internal collaboration and coordination between ArcherDX Clinical Operations, Software, Bioinformatics, Technical Support and external site
  • Assisting with software related installation activities at external sites and evaluating systems for successful deployment of any new software versions or configurations
  • Triage and answer technical support communications and document the communications
  • Resolve site escalations effectively
  • Collect feedback and voice of the customer and share with internal teams to improve products
  • Identify, characterize and report software bugs to software team
  • Track, record and document relevant information in CRM related to all technical inquiries from customers
  • Document complaints and work within the organization to record and resolve these issues
  • Additional duties as assigned
  • Review, understanding, and compliance with ArcherDX HIPAA Security policies and procedures
  • Safeguarding the privacy and security of protected health information and European Union personal data.
  • Processing and handling of European Union personal data only as directed by ArcherDX for purposes of personalized molecular pathology
  • Familiar with enterprise-class software infrastructure and configuration
  • Some software development experience (school, professional, or self-guided)
  • A demonstrated ability to troubleshoot software issues
  • Preferred skills include cloud-computing knowledge, software development experience, and a major plus for biology or bioinformatics experience.
  • Customer facing experience beneficial
  • Understanding of NGS bioinformatics; ability to read/write bash and python a plus
  • Strong technical software and trouble shooting skills
  • Process oriented with a high attention for detail
  • Strong communication and presentation skills
  • Ability to carefully analyze NGS data in a troubleshooting context would be helpful
  • Positive external and internal relationship-management skills
  • Demonstrated ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the scientific community
  • Demonstrated ability to write reports that conform to prescribed style and format
  • Ability to participate with others as a member of the team to ensure that demanding and difficult projects are handled smoothly and cooperatively to enhance success of project and maintain strong relationships within the company
  • Proven Ability to adapt in a change-oriented environment
  • Self-Driven
  • Driven to perform
  • Self-directed: needs little explicit direction
  • Able to organize and prioritize a diverse set of responsibilities to ensure execution of goals is achieved
  • Computer Science or Information Technology graduates preferred. A background in biology is also desirable.
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Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of ArcherDX

What’s the vibe like in the office?

Collaborative - when I walk through the ArcherDX office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.


Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Archer. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.


Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.


VP of Bioinformatics and Commercial Development

How do your team's ideas influence the company's direction?

The marketing team brings in and drives the voice of our customers across the organization. Each strategic decision we make at ArcherDX is informed by a deep, customer-centric approach, where we use our insights to better understand how we can deliver an exceptional experience and aim to positively impact the lives of the patients we serve!


Director, Global Marketing

What are ArcherDX Perks + Benefits

ArcherDX Benefits Overview

ArcherDX offers a competitive and generous benefit package including:

• Medical PPO or HMO and Dental-82% of monthly premium covered by the company
• Optional vision, life, FSA, dependent care plans
• Basic AD&D, Short and Long Term disability-covered 100% by the company
• 160 hours PTO per calendar after three months of service
• 6-weeks parental leave covered 100% by the company
• 401K with company match with potential of up to $2000/year
• 2019 bonus - 5% based on company objectives (for non-commissioned employees)
• Company stock options for all employees
• Tuition Reimbursement
• Ecopass

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Archer sponsors family oriented events annually. This year, we had our summer picnic at the Boulder Reservoir.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Cross functional training encouraged
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