IT Support Engineer

Qureight’s mission is to accelerate clinical trials and ensure breakthroughs in lung and heart disease reach patients without delay. Our AI-powered data and imaging curation platform enables the analysis of clinical imaging and other healthcare data, helping our customers bring treatments to market, faster.

We’re looking for talented people who want their work to matter. With offices in Cambridge and London, you’ll join our multidisciplinary team of clinicians, scientists, and engineers. What unites us is our open culture, continuous learning mindset, and a shared mission to help biopharma run faster, smarter trials.

As we grow, Qureight's IT needs are broadening across the business. This includes core devices, identity and access, and the specialist tooling that individual teams rely on day-to-day.

The IT Support Engineer will manage day-to-day tickets and pick up anything that needs deeper technical investigation - a tricky device, identity, or network issue, or specialist application support for one of our internal teams and the tooling they depend on.

You’ll use runbooks, FAQs and your own technical investigation to get people unstuck quickly, and act as the bridge into engineering when genuine development work is needed.

This role is key to giving the wider business a reliable, capable IT contact. You will support our internal teams to be self-sufficient and productive, reduce the day-to-day burden on engineering colleagues, and build a knowledge base that makes issue resolution faster and more consistent over time.

Some of our customers and clinical trial sites are in other time zones, so this role involves occasional support outside normal UK working hours. We expect this to be infrequent rather than a formal on-call commitment, and we may introduce a shared rota as the IT team grows.

The IT Support Engineer will provide general and specialist technical support across Qureight, including:

• General and second-line IT support, device and macOS/MDM issues, identity and access management (Entra, MFA, role-based access), networking / connectivity, core SaaS administration, and user onboarding / offboarding.
• Specialist application support and triage. Provide specialist technical support to the internal teams and external users who rely on tooling built and maintained by our engineering team, and to the external site and sponsor users those teams support. Triage and resolve queries using runbooks, FAQs, and your own technical investigation. Escalate genuine bugs or feature gaps to engineering.
• Issue ownership. Own delegated queries end to end, from first report through to resolution, with clear, consistent and proactive communication throughout.
• Knowledge base. Build, maintain and continuously improve runbooks, FAQs and internal documentation, so that both the teams you support can increasingly self-serve on common issues.
• Team and engineering bridge. Act as a point of contact between the teams you support and engineering for tooling-related queries, translating operational context for engineers and technical detail back into plain language for stakeholders.
• Direct admin support. Directly support user, site, project, and general IT administration tasks where appropriate e.g. account setup, permissions, device configuration, and data corrections (within agreed guardrails).
• Zendesk support. Support the Clinical Operations team in their day-to-day use of Zendesk, the platform they use to communicate with clinical trial site users. You'll help them use it effectively and resolve issues they hit. Note that our own internal IT support runs through Jira.
• Site and sponsor escalations. Act as the technical escalation point for issues raised by clinical trial sites…