Customer Support Engineer at Aetion

Barcelona, Catalonia, Spain

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Healthcare TechnologyIndustries

Requirements

Bachelor’s degree in Science, Technology, Engineering or Mathematics
Dedicated customer service mindset: love working with customers and resolving their issues
Excellent verbal and written communication skills: excellent attention to detail and able to convey technical concepts and information clearly to non-technical audiences
Strong problem-solving skills: technically curious, resourceful, and get excited when confronted with a new technical issue to dig into
Team-first mindset: work well as part of a collaborative team, as well as independently; no job is too big or too small; excited to roll up sleeves and pitch in where needed; work well under pressure in a fast-paced, changing environment
Genuine interest in healthcare and improving patient outcomes: motivated by the opportunity to apply technical skills to meaningful, real-world challenges in medicine and public health

Responsibilities

Provide prompt and efficient resolution to customer issues, escalating complex problems to the appropriate teams when necessary
Actively listen to customers, understand their needs, and empathize with their concerns
Collaborate with cross-functional partners in Customer Experience, Go to Market, Product, and Engineering to address customer feedback and improve product usability
Contribute to the development and maintenance of support resources, including knowledge base articles and tutorials
Identify recurring issues or trends in customer inquiries and proactively propose solutions to prevent future occurrences
Continuously strive to enhance the overall customer support experience through process improvement initiatives and feedback implementation
Work with the Technical Scale and Operations team to streamline and optimize customer support processes

Skills

Key technologies and capabilities for this role

Customer SupportTechnical SupportTroubleshootingIssue ResolutionProcess Optimization

Questions & Answers

Common questions about this position

What benefits does Datavant offer?

Benefits include 25 vacation days, flexible start and end of working day, flexible in-office work commitment, daily in-office lunch stipend, fully stocked kitchen, comprehensive private health coverage with out-of-network reimbursement, professional development opportunities, employee-led initiatives, peer recognition programs, and monthly educational lunch & learn.

Is this a remote position or does it require office work?

The role offers flexible in-office work commitment, along with flexible start and end of working day.

What qualifications and skills are required for the Customer Support Analyst role?

A Bachelor’s degree in Science, Technology, Engineering or Mathematics is required, along with a dedicated customer service mindset, and excellent verbal and written communication skills with attention to detail and ability to convey technical concepts.

What is the company culture like at Datavant?

Datavant has a highly collaborative team passionate about transformative change in healthcare, looking for smart, nice people who get things done, with investment in high-potential, humble individuals who can grow responsibilities as the company scales.

What makes a strong candidate for this Customer Support Analyst position?

Strong candidates will have a Bachelor’s degree in STEM, a genuine passion for customer service and resolving issues, and excellent communication skills to convey technical concepts with attention to detail.

Aetion

Software solutions for real-world evidence analysis

About Aetion

Aetion develops software solutions that utilize real-world evidence (RWE) to assist life sciences companies, regulators, and purchasers in making informed decisions. Their software analyzes real-world data to provide insights into the effectiveness and safety of medical innovations, from initial hypotheses to long-term monitoring. Aetion's clients include major pharmaceutical companies and healthcare regulators, who benefit from the ability to generate and analyze diverse data sets for clinical insights that were previously hard to obtain. The company differentiates itself by offering a platform that not only manages longitudinal data but also generates synthetic health data using artificial intelligence. Aetion's goal is to maximize the return on investment for its clients by providing rapid insights that facilitate critical decision-making, ultimately expediting patient care and treatment options.

New York City, New YorkHeadquarters

2012Year Founded

$198MTotal Funding

SERIES_CCompany Stage

AI & Machine Learning, HealthcareIndustries

201-500Employees

Benefits

Medical, dental, & vision insurance

Free membership to OneMedical

FSA

4% 401(k) match

Commuter benefits for parking & transit

Unlimited PTO

Paid parental leave

Wellness stipend

Company activities

Risks

Emerging RWE tech companies pose a threat to Aetion's market share.

Rapid AI advancements may require Aetion to invest heavily in R&D.

Potential EU data privacy law changes could impact Aetion's operations and compliance costs.

Differentiation

Aetion's RWE platform offers real-time collaboration with biopharma and medical device companies.

The company utilizes patented rapid-cycle analytics technology for effective medical treatment insights.

Aetion's software generates synthetic health data using AI for longitudinal data management.

Upsides

Aetion's Barcelona tech hub expansion enhances RWE technology with European talent.

Ken Watson's appointment as CTO is set to drive strategic growth and innovation.

Partnerships like with Intuitive and FDA boost trust in Aetion's regulatory data validation.

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