Support - Engineer

Why Join Iris? Are you ready to do the best work of your career at one of India’s Top 25 Best Workplaces in IT industry ? Do you want to grow in an award-winning culture that truly values your talent and ambitions ?

Join Iris Software — one of the fastest-growing IT services companies — where you own and shape your success story .

About Us At Iris Software, our vision is to be our client’s most trusted technology partner, and the first choice for the industry’s top professionals to realize their full potential.

With over 4,300 associates across India, U.S.A, and Canada, we help our enterprise clients thrive with technology-enabled transformation across financial services, healthcare, transportation & logistics, and professional services.

Our work covers complex, mission-critical applications with the latest technologies, such as high-value complex Application & Product Engineering, Data & Analytics, Cloud, DevOps, Data & MLOps, Quality Engineering, and Business Automation.

Working with Us At Iris, every role is more than a job — it’s a launchpad for growth.

Our Employee Value Proposition, “Build Your Future. Own Your Journey.” reflects our belief that people thrive when they have ownership of their career and the right opportunities to shape it.

We foster a culture where your potential is valued, your voice matters, and your work creates real impact. With cutting-edge projects, personalized career development, continuous learning and mentorship, we support you to grow and become your best — both personally and professionally.

Curious what it’s like to work at Iris? Head to this video for an inside look at the people, the passion, and the possibilities. Watch it here.

Job Description Principal Duties & Responsibilities

• Become proficient in core applications in the product suite, their points of integration, and what problems each product solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary
• Develop an understanding of customer processes and standard operating procedures
• Gain knowledge of clinical research workflows to support understanding and context of customer questions
• Provide support via e-mail, Chat, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve.
• Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources
• Develop good working relationships and build trust with customers
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions
• Serve as a liaison between the customer and the Product teams to resolve issues
• Advocate for customers by tracking and communicating suggestions for software enhancements
• Stay current with application updates and explain new functionality to customers
• Perform other job-related duties as assigned

Education

• High School diploma required
• Bachelor’s degree; or relevant experience required

Experience

• Previous experience within software industry or clinical research is preferred

Knowledge, Skills, Abilities

• Proficiency with MS Office (Word, Excel, and PowerPoint)
• Effective communication skills, including listening, writing, and speaking
• Strong time management skills and ability to effectively manage multiple priorities
• Strong analytical, problem-solving, and interpersonal skills
• Ability to work independently and integrate into a team environment

Mandatory Competencies App Support - App Support - L1, L2, L3 Support

Development Tools and Management - Development Tools and Management - Microsoft Excel, Word, Powerpoint Teams, Outlook, Copilot

Beh - Communication and collaboration

Perks And Benefits For Irisians Iris provides world-class benefits for a personalized employee experience. These benefits are designed to support financial, health and well-being needs of Irisians for a holistic professional and personal growth. Click here to view the benefits.