Technical Services Engineer - Site Infrastructure & Enablement
Massachusetts, Cambridge + 1 more
About the role
<div class="content-intro"><p><span style="font-size: 10pt;">Iterative Health is a healthcare technology and services company powering the acceleration of clinical research to transform patient outcomes.</span></p>
<p><span style="font-size: 10pt;">We built a leading performance-driven network of 100+ sites across the US, Europe, India, and Australia, conducting research directly in the communities where care is delivered across gastrointestinal, hepatology, obesity, and cardiology. By combining deep clinical trial expertise with cutting-edge AI, we connect sponsors' scientific ambitions with high-performing research teams that expedite and expand access to novel therapeutics for patients in need. Today, Iterative Health is headquartered in Cambridge, Massachusetts, and New York City with 250+ employees world-wide.</span></p>
<p>&nbsp;</p></div><p><span style="font-size: 10pt;">As a Technical Services Engineer – Site Infrastructure &amp; Enablement at Iterative Health, you will help ensure our managed clinical research sites have the technical, operational, equipment, and ancillary-service support needed to launch and operate efficiently.</span></p>
<p><span style="font-size: 10pt;">In this role, you'll partner closely with Site Operations, Clinical Operations, IT, Quality, Regulatory, Clinical Systems, and external vendors to support day-to-day site needs and coordinate the technology, equipment, systems, services, and workflows required across our growing network of managed research sites. </span><span style="font-size: 10pt;">This role is ideal for someone who combines strong customer service and problem-solving skills with clinical research, healthcare operations, or technical support experience and who is comfortable taking ownership of requests from identification through resolution.</span></p>
<p><strong><span style="font-size: 10pt;">Where You’ll Drive Impact&nbsp;</span></strong></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Own Tier 1 support for all managed sites, serving as a primary point of contact for site questions, requests, and issues; triaging requests, resolving issues within scope, coordinating escalation when needed, and following requests through resolution.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Own medical equipment support and requests for site build-outs, including identifying equipment needs, coordinating requests, tracking status, and working with internal stakeholders and external vendors to support new and existing sites.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Own identification of ancillary-services vendors for managed sites, including researching potential vendors, assessing service capabilities and site
requirements, coordinating vendor engagement, and supporting establishment of required services.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Provide backup pre-screening support until additional dedicated pre-screening resources are hired, using established study criteria, workflows, systems, and escalation pathways.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Triage and support resolution of technical requests for all managed sites, coordinating across internal teams, vendors, and site personnel as needed to troubleshoot and resolve hardware, software, system, connectivity, equipment, and other technology-related issues.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Support procurement and logistics for all managed sites, including purchasing coordination, shipping, receiving, inventory, equipment movement, replacement, and related logistics required to support site operations.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Support equipment installation and setup for new site build-outs, including medical and technical equipment, and coordinate with site personnel, vendors, IT, and other stakeholders to ensure equipment is installed, configured, documented, and operational.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Document Site Infrastructure &amp; Enablement processes including but not limited to site configurations, equipment and vendor information, support procedures, and knowledge resources to improve consistency, scalability, and operational efficiency.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with Site Operations, Clinical Operations, IT, Quality, Regulatory, and other stakeholders to identify and implement improvements to site-support processes.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Travel periodically to managed clinical sites to support site build-outs, equipment installations, troubleshooting, and other onsite activities.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Perform related duties as requested.</span></li>
</ul>
<p><strong><span style="font-size: 10pt;">What You Bring to
the Team&nbsp;</span></strong></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration, Clinical Research, Life Sciences, Business Operations, or a related field, or equivalent professional experience.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">3+ years of relevant experience supporting clinical research sites, healthcare operations, technical services, field support, IT, or comparable multi-site environments.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Demonstrated ability to independently own Tier 1 support requests from intake through resolution, including triage, troubleshooting, escalation, stakeholder communication, and follow-up.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience supporting clinical or healthcare technology, including end-user hardware, software, peripherals, connectivity, applications, EHRs, and other site systems.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience supporting site equipment and technology throughout the lifecycle, including procurement, inventory, shipping, deployment, installation, troubleshooting, replacement, and asset management.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience coordinating with external vendors and service providers, including equipment installation, service delivery, vendor assessments, and MSA or similar contracting workflows.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Working knowledge of clinical research site operations and workflows, with the ability to support site enablement, pre-startup activities, and study readiness.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working with EHRs, clinical systems, or healthcare data, including using patient-population queries to support site selection or pre-startup activities.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to provide backup pre-screening support using established study criteria, processes, systems, and escalation pathways.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong troubleshooting, analytical, organizational, and root-cause-analysis skills, with demonstrated ownership and ability to operate independently.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Excellent written and verbal communication skills with a customer- and site-service-oriented mindset.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to prioritize multiple requests and projects in a fast-paced, rapidly changing environment while collaborating effectively across functional teams.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Willingness to travel to managed clinical sites as needed.</span></li>
</ul>
<h3><span style="font-size: 10pt;">Preferred
Qualifications</span></h3>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience completing or supporting Feasibility Questionnaires, Vendor Assessments, and InfoSec Assessments for clinical research sites and studies.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience providing Tier 1 support for Compliance and Quality Management Systems, including familiarity with Computer System Validation (CSV) and 21 CFR Part 11 validation
requirements.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience administering or supporting clinical research systems and applications, including RealTime, CRIO, CTMS, Salesforce, and EHR integrations.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience deploying and managing CTMS templates, including study, financial, and eSource templates, and supporting Salesforce data integrity, dashboards, and verification/validation.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience supporting EHR integration implementation, video-recording workflows, and other specialized clinical technology across sites and vendors.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working directly with clinical research sites, investigators, research coordinators, sponsors, CROs, and/or clinical-service vendors.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Familiarity with GCP, clinical research regulatory
requirements, data privacy, and healthcare technology environments.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience supporting technology and operations across a multi-site healthcare or clinical research organization.</span></li>
</ul>
<h2><span style="font-size: 10pt;">What Success Looks Like</span></h2>
<p><span style="font-size: 10pt;">Within your first year, you will:</span></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Successfully deploy technology infrastructure for new clinical research sites.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Improve response and resolution times for technical support requests.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Standardize IT deployments and documentation across the site network.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Help strengthen endpoint security and device compliance across the organization.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Build trusted relationships with clinical teams by delivering responsive, high-quality technical support.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Contribute to scalable infrastructure that supports Iterative Health's continued growth.</span></li>
</ul>
<p><strong><span style="font-size: 10pt;">
How We Work&nbsp;</span></strong></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Collaborative and low-ego team environment</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">High ownership and accountability culture</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Fast-paced and highly iterative growth environment</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Open communication and continuous learning mindset</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Mission-driven organization focused on improving patient outcomes</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Comfortable navigating evolving business priorities and opportunities</span></li>
</ul>
<p><strong><span style="font-size: 10pt;">
Benefits That Support You&nbsp;</span></strong></p>
<p><span style="font-size: 10pt;">We believe great teams do their best work when they feel supported — professionally and personally.</span></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Hybrid work environment with in-office collaboration two days per week in either our NYC or Boston office</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Comprehensive medical, dental, and vision coverage, with up to 80% of premiums covered by Iterative Health</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Mental health and wellness support through Spring Health</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Health HSA or FSA options, and commuter FSA contributions supported by Iterative Health</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Unlimited PTO, 12 company holidays, and a company-wide shutdown between Christmas and New Years</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">401(k) program with a company match of up to 3% (up to $3,000 annually)</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Weekly in-office lunch benefit every Tuesday</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">100% company-paid short-term and long-term disability coverage</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">Annual wellness and professional development stipend to support your health and growth</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;">And more!</span></li>
</ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">New York pay range</div><div class="pay-range"><span>$85,000</span><span class="divider">&mdash;</span><span>$115,000 USD</span></div></div></div><div class="content-conclusion"><p><span style="font-size: 10pt;">At Iterative Health, we’re actively working towards creating an environment that is representative of the diversity of patients our technology serves. We are focused on building an equitable and inclusive culture, and by extension, hiring process. If you require any accommodations to make the application process or interviewing experience more accessible to you, please contact [email protected].</span></p></div>
About Iterative Scopes
Iterative Health is a healthcare technology and services company that focuses on accelerating clinical research to improve patient outcomes through innovative approaches. The company transforms gastrointestinal (GI) care by utilizing AI-driven clinical trials and diagnostics, significantly enhancing access to vital treatments.
