Product Support Manager

Product Support · REMOTE, Pennsylvania
Department Product Support
Employment Type Full-Time
Minimum Experience Mid-level

About the Job

We are a growing SaaS platform company founded in 2018. Our main business is increasing efficiency within the clinical study provider qualification space by facilitating the RFI/VQA process via our Diligent Qualification Platform. We are seeking an experienced Product Support Manager to join our team to assist new and existing customers in product features, clarify operating instructions and troubleshoot tips for our Software-as-a-Service (SaaS) platform. By bringing your talents to Diligent Pharma, your contribution can directly grow a modern-day tech company, digitally transform an industry, and help to accelerate the delivery of critical drugs and therapies to market.


Diligent Pharma is a technology growth-company serving an international marketplace in the critical Pharmaceutical/Biotech sector. Diligent operates a Software-as-a-Service platform which enables Sponsors and implementors of clinical trials to rapidly identify, evaluate and qualify clinical service providers. Our ability to leverage vendor qualification information across multiple sponsors brings efficiency to the quality/risk management process for all parties and significantly speeds the delivery of capability assessments. We have launched and proven a new model for vendor qualification that is transforming the industry’s de facto wasteful approach.


Core Responsibilities

The Product Support Manager is responsible for providing support of the Diligent Qualification Platform (DQP) to all stakeholders. This role works closely with the operations team and the product development team while providing excellent proactive customer service and support to clients on both the Sponsor and Provider sides of the platform. The day-to-day job responsibilities include, but not limited to:


  • User Platform Support
    • Provide first-level support to customers and internal stakeholders
    • Provide second-level support by troubleshooting User Issues to determine issue categorization (bug, enhancement / new feature, training issue, etc.)
    • Evaluate root cause of identified bugs / defects
    • Report Issues to the Product Development Team in the form of bugs / user stories with designated priority and severity
    • Follow User Issues to full resolution
    • Communicate resolution of issues to customers and/or internal stakeholders


  • Product Updates & Enhancements
    • Participate in product design sessions to gather input into new feature requests
    • Incorporate customer needs and feedback into DQP updates and enhancements
    • In collaboration with Head of Product and Product Development team, develop appropriately detailed user stories including description, acceptance criteria, priority, workflow diagrams, and UI/UX wireframes (if applicable)
    • Conduct User Acceptance Testing to validate changes


  • Product Change Control & Communication
    • Document platform change (new features, workflow, etc.) appropriately via Quick Reference Guides and other training materials
    • Communicate platform changes to key stakeholders in the form of demonstrations, training sessions, and key documentation


  • Provide Platform Demonstrations & Training (as needed)
    • New Employees
    • New Providers
    • New Sponsors


  • Other duties as assigned

Skills & Experience Required

  • Bachelors Degree in Computer Science or related field or equivalent and relevant work experience
  • At least 2 years’ experience in SaaS product support and/or business analyst role preferably in the healthcare space
  • Bonus: Understanding of Vendor Qualification process and regulatory requirements within the clinical study process
  • Knowledge and understanding of agile product development methods and principles
  • Creative thinker with ability to break down large concepts / ideas into MVP solutions and iterations
  • Outstanding customer service, relationship and presentation skills


Essential Functions

  • Ability to grasp new business concepts and workflows quickly
  • Strong written and verbal communication skills
  • Strong interpersonal skills
  • Strong analytical skills
  • Strong capability utilizing Microsoft Word, Excel and Powerpoint


This role is full-time and remote. Our offices are headquartered in Philadelphia, PA. We offer competitive salaries and benefits in a flexible virtual work environment.

Thank You

Your application was submitted successfully.

  • Location
    REMOTE, Pennsylvania
  • Department
    Product Support
  • Employment Type
  • Minimum Experience