Application Support Specialist

Imagine if you had the skills, knowledge, and teammates to both understand the root of the world’s most pressing problems and build the technologies and companies best positioned to solve them. RA Capital has done exactly that for more than two decades, backing bold ideas in medicines to further human health and now expanding into Planetary Health to improve how efficiently we utilize the world’s precious resources.

RA Capital is among the leading providers of capital and services to the most promising innovators in the world.  We invest flexibly—seed to IPO and beyond, anywhere in the world—with $10 B under management and a culture that prizes curiosity, rigor, and collaborative debate. We are investors who not only fund companies but get elbow deep in building them. From helping them recruit talent to helping them recruit patients for their studies to helping match them to strategic partners and even going to Washington to win reforms, RA Capital’s large team has people with nearly every relevant expertise one might need to turn an idea into a cure that actually helps people. 

If you live for first-principles problem-solving with great colleagues, thrive on complexity, and want to do meaningful work that ripples across industries and ecosystems, you’ll feel at home at RA Capital. Here, questions are welcomed, ideas are tested, and victories are shared. Even our lawyers are creative and engaging. And don’t get us started on our compliance team’s wicked sense of humor; nothing about what we do is boring. 

Are you ready to bring your creativity, discipline and collaborative spirit to help us invent the future? Join us and you’ll collaborate daily with investors, founders, physicians, biologists, engineers, economists, and reform advocates who think in systems and act with urgency.  

Join us to invent a happier, healthier, more productive future - and have fun doing it.

Position Overview

We are seeking a reliable and customer-service oriented Application Support Specialist to provide essential support for our internal applications, with a focus on our Research Management System (RMS). This role is perfect for someone who enjoys helping users, solving problems, and ensuring smooth system operations through hands-on administrative tasks.

Key Responsibilities:

• Manage user account lifecycle including creation, modification, and deactivation of user accounts
• Process user requests for company page deletions, merges, and other data management tasks
• Provide first-level technical support for users in person and via email, Slack, and ticketing system
• Troubleshoot and resolve common user issues and system problems
• Maintain user permissions and access controls according to organizational policies
• Generate and distribute system reports as requested
• Monitor system performance and alert appropriate teams to potential issues
• Document support processes and maintain knowledge base articles
• Assist users with system navigation, feature usage, and best practices
• Escalate complex technical issues to development teams when necessary
• Participate in system testing for new features and updates
• Support user training sessions and create user guides as needed

Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Business or related field
• 2 years of experience in application support, help desk, or customer service role
• Strong problem-solving skills and attention to detail
• Excellent customer service and communication skills
• Comfortable working with databases and web-based applications
• Basic understanding of user account management and permissions
• Proficiency in Microsoft Office Suite and ticketing systems (JIRA/Confluence)
• Ability to work independently and manage multiple tasks simultaneously
• Patient and helpful demeanor when working with users of varying technical skill levels
• Must be based in Boston with the ability to work in our downtown office on a hybrid schedule
• Must be authorized to work in the United States without sponsorship

Preferred Qualifications:

• Experience supporting research management or academic systems
• Basic SQL knowledge for data queries and reporting
• Familiarity with Active Directory or similar user management systems
• Experience with CRM or similar business applications
• Knowledge of ITIL or other service management frameworks
• Understanding of data privacy and security best practices
• Experience creating user documentation and training materials