[Hiring] Principal Support Specialist @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

The Principal Support Specialist is a senior individual contributor responsible for providing dedicated support and proactive relationship management for RealTime's most strategic customer accounts. This role combines deep platform expertise with executive-level customer communication and serves as the primary escalation resource for complex, high-visibility cases requiring experienced judgment and coordinated cross-functional response.

• Own escalations from intake through resolution.
• Partner closely with Product, Engineering, and Customer Success.
• Influence how the support function delivers for its most important customers.
• Individual contributor role with significant cross-functional influence and no direct reports.

Qualifications

• 7+ years of customer support, technical account management, or customer success experience in a SaaS environment.
• A minimum of 3 years in a senior individual contributor or dedicated strategic account capacity.
• Demonstrated track record of independently owning high-stakes escalations for enterprise or strategic customer accounts.
• Direct experience leading customer-facing escalation calls and executive communications with VP or C-suite-level customer stakeholders.
• Proven ability to coordinate multi-team responses across Engineering, Product, and Customer Success.
• Deep experience with clinical trial management systems or other healthcare and life sciences software.
• Exceptional written and verbal communication skills.
• High degree of professional judgment and composure in sensitive situations.
• Proficiency with Salesforce (case management) and JIRA.

Requirements

• Maintain full compliance with HIPAA Privacy Rule requirements.
• Uphold the highest standards of written and verbal professionalism.
• Model RealTime’s customer commitment principles.

Benefits

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401 (k) contributions at 100% of the first 3% invested and 50% of the next 2% invested.