Application Support & Development Engineer

Job Title: Application Support & Development Engineer

Location: Bedford, MA (Remote)

Job Type: Full Time

Experience: 8+ years

Must Have Technical/Functional Skills

• Experience in Life Science’s Application and Platform Support for Translational Sciences, Clinical Data Management, Biostatistics, and Statistical Programming
• Experience in Supporting the Life Science applications - Core Biometrics (SAS, Pinnacle 21 Enterprise, Spotfire, JMP, Clymb TFL Viewer, SENDview), Clinical Data Standards & Submission (Pinnacle 21 Enterprise, SENDview, ISI Toolbox Pharma, Docusign CFR11), Scientific Research & Discovery (MOE, Geneious, SnapGene, PyMOL, FlowJo, HALO, Protein Metrics, Mascot, QIAGEN, Alamut), Laboratory & Sample Management (FreezerPro, SENS, Xybion), Clinical Pharmacology (Phoenix WinNonlin)
• Onboard new applications and coordinate for TSRB, SLRA, security, infrastructure, validation, and operational readiness activities.
• Review requests for new applications and changes to existing applications.
• Assess technical fit, hosting model, infrastructure needs, security, database requirements, compliance considerations, and operational readiness.
• Work with Infrastructure and Security teams to onboard new applications.
• Review requested modules or enhancements and plan implementation activities.
• Create and maintain run books, support documentation, knowledge articles, and operational handoff materials.
• Provide user service support, including triage, response, issue resolution, and vendor coordination.
• Support validation activities and maintain required support evidence.

Roles & Responsibilities

• Serve as the IT managed services lead for applications supporting Translational Sciences and Development, providing oversight of vendor-delivered support and operational services.
• Act as a dedicated, hands-on technical resource for supported applications, including application administration, troubleshooting, configuration, upgrades, and production support.
• Perform or coordinate application and database installation, configuration, patching, upgrade, deployment, and validation-support activities as needed.
• Collaborate in Azure infrastructure environments, including Azure Portal coordination, application server setup, file share setup, storage, connectivity, backup, and environment readiness activities.
• Provide technical support for scientific applications, with preferred domain knowledge in protein analysis, mass spectrometry applications, bioinformatics tools, and scientific data management platforms. (list of applications provided at the end of the document).  
• Coordinate internally with Enterprise Architecture to onboard new applications and ensure alignment with enterprise standards and architecture principles.
• Review requests for new applications or significant changes to existing applications; assess technical fit, hosting model, infrastructure needs, integrations, security, IAM, database requirements, support model, compliance considerations, and operational readiness.
• Create requests and supporting technical materials for the Technology Solution Board to review, including solution summaries, architecture considerations, risks, dependencies, and recommended next steps.
• Work with Infrastructure and Security teams to onboard approved applications, complete required reviews, address vulnerabilities, establish environments, and prepare solutions for production support.
• Provide service support to users, including logging, triaging, responding to, and coordinating resolution of P1 tickets and other production support issues.
• Work with IAM teams to automate user access provisioning and de-provisioning for supported applications where feasible.
• Create, maintain, and periodically update runbooks, support procedures, escalation paths, system documentation, and operational readiness materials.
• Monitor vendor performance and service quality, including incident trends, SLA adherence, recurring issues, operational metrics, and continuous improvement opportunities.
• Communicate status, risks, issues, questions, and decisions to IT leadership, business stakeholders, vendors, and cross-functional IT partners in a timely manner.

Generic Managerial Skills, If any

• Strong hands-on technical leadership with a service-oriented mindset.
• Ability to balance vendor oversight, application support, new technology assessment, and operational excellence responsibilities.
• Highly organized, detail-oriented, proactive, and results driven.
• Ability to work independently while collaborating effectively across business, vendor, and IT teams.
• Customer-focused approach with strong ownership of production stability and user support.