What are the responsibilities and job description for the Support Engineer position at TriNetX, LLC.?
POSITION TITLE: Support Engineer
LOCATION: Cambridge, MA (Hybrid)
This position reports to our global HQ in Cambridge, MA and is hybrid with 2-3 days in office. Travel is expected domestically and internationally when needed.
Who We Are:
TriNetX connects healthcare organizations and researchers across the globe so they can see what’s happening in real patient populations—not guesses, not simulations.
Our aim is simple and ambitious: Provide a clear path to trustworthy answers, whether your goal is to create promising new therapies, publish groundbreaking research, or improve health outcomes.
We keep identifiable data where it belongs—inside more than 11,000 clinical sites across 20 countries—preserving security, provenance, and granularity. Our trusted partnerships with providers ensure high-fidelity data, and a properly governed linkage back to individual patients.
At TriNetX, we enable life sciences, healthcare, and academic institutions to strengthen human health—with data you can trace, evidence you can defend, and answers you can trust.
Who We Are Looking For:
We are seeking a Customer Support Engineer who thrives in a customer-facing environment and brings strong product knowledge, technical expertise, and clear communication skills. This individual is eager to learn new technologies and continuously grow their skill set. They will play a key role in resolving customer cases, maintaining the health of our appliance fleet, and supporting product release initiatives
What You Will Be Doing:
- Develop and maintain expert-level knowledge of TriNetX product features, architecture, and related technologies.
- Provision and configure TriNetX appliances, including both physical hardware and virtual appliance deployments.
- Set up and troubleshoot federated authentication for customer access to the TriNetX platform, including SAML, ADFS, and Microsoft Azure AD integrations.
- Drive timely resolution of Customer Support cases with a focus on exceeding customer expectations at every interaction.
- Contribute to the continuous improvement of Customer Support processes, workflows, and tools.
- Coordinate effective issue escalations in close partnership with Product Management and Software Engineering teams.
- Develop, maintain, and distribute internal and customer‑facing knowledge resources, including FAQs and knowledge base articles.
What You Bring to TriNetX:
- BS and/or MS degree in Computer Science, Information Technology or equivalent fields required
- Exceptional customer service, organizational, prioritization, multitasking, and verbal/written communication skills with minimally three years of experience
- Excellent troubleshooting skills with the ability to analyze and solve complex technical issues
- Acknowledged self-motivated continuous learning approach for emerging technologies
- Strong knowledge of networking and Linux system administration
- Basic AWS administration experience
- Experience with Ansible and Terraform or similar automation and infrastructure‑as‑code tools preferred
- Recent experience and proficiency with a scripting language (Python preferred)
- Recent experience and proficiency with SQL
Learn More About TriNetX:
To learn more about us, please check out our website, blog, and Careers page - and be sure to follow us on LinkedIn.
Interested in Joining Our Community?
TriNetX is an Equal Opportunity Employer. All persons are considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex or gender, marital status, sexual orientation, genetic information, gender identity, veteran status, or any other characteristic or status protected by applicable federal, state or local laws.
This Organization Participates in E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
E-Verify Works for Everyone
For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.
888-897-7781 https://www.e-verify.gov/
Salary : $75,000 - $85,000