Technical Support Manager- Life Science SaaS

Location: Remote (Massachusetts, North Carolina, Pennsylvania, New Hampshire) or Hybrid in Portland, OR

Reports To: Director, Implementation and Support

Position Description

Kivo is transforming how drug development companies operate. As a Technical Support Manager, you will play a key role in ensuring customer success. This role is ideal for someone with 5+ years of experience and a background working with life science software, to own Kivo’s support process and work directly with customers to maximize value.

In this position, you will define and execute on Kivo’s technical support (troubleshooting issues, answering inquiries, and ensuring a seamless user experience) and implementation support (helping onboard new customers, configuring the platform, and training users). This is an excellent opportunity for a motivated, customer-focused individual to develop their skills in both technical support and software implementation while working in the fast-paced and highly regulated life sciences industry.

You’ll work remotely and focus on providing support in the EST time zone for US and European customers. Candidates would ideally be located in Massachusetts, North Carolina, Pennsylvania, New Hampshire. Days and hours of work are generally Monday through Friday, 9:00 AM to 5:00 PM EST, with participation in on-call rotations for off-hours and weekends.

Key Responsibilities

Technical Support

• Ownership of Kivo’s support process and product knowledge base.
• Provide support to customers via email, chat, and ticketing systems, ensuring timely and effective resolution of issues.
• Troubleshoot and diagnose technical problems, escalating complex issues to the appropriate teams when necessary.
• Maintain a strong understanding of Kivo’s platform to assist users with navigation, configuration, and best practices.
• Document common issues and solutions to improve internal knowledge bases and self-service resources.
• Track and analyze customer feedback to identify trends and opportunities for product improvements.
• Demonstrate a commitment to quality.

Implementation Support

• Assist in onboarding new customers by configuring the platform, setting up workflows, and ensuring successful adoption.
• Conduct data migrations and perform QC of documents and data.
• Collaborate with the Implementation and Customer Success teams to ensure smooth transitions from sales to onboarding.
• Support data migration and system integrations as part of the implementation process.
• Gather customer requirements and feedback to contribute to ongoing platform enhancements.

Qualifications

Experience

• 5+ years of experience in customer support, software implementation, or a related role in a SaaS environment.
• 2+ years of experience working with software in the life sciences space (QMS, Clinical, RIM, etc.).
  
  

Skills and Competencies

• Strong problem-solving skills with the ability to troubleshoot technical and process-related issues.
• Excellent communication skills (both written and verbal) and a customer-focused mindset.
• Experience working with ticketing/support systems (e.g., Zendesk, Jira, Salesforce) and CRM platforms.
• Basic knowledge of SaaS platforms, cloud-based applications, and system integrations.
• Familiarity with life sciences industry standards (e.g., GxP, 21 CFR Part 11) is a plus, but not required.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Comfortable working cross-functionally with Customer Success, Product, and Engineering teams.