Support Analyst

Location: Hybrid/Remote:
The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina.

Status: Permanent

Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme.

d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Our flagship product, Accel, is a turn-key, validated Statistical Computing Environment (SCE) built on AWS and pre-loaded with SAS, R, Python, and Posit tools — giving biostatisticians and clinical programmers a secure, compliant, and high-performance environment for clinical data analysis and regulatory submission.

You’ll be part of a friendly, solutions-focused environment within a global business of over 400 people. Here, you’ll experience a high-performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you.

You’ll be encouraged to grow, share your ideas, and make a real impact. We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career.

Working Pattern: As this role works closely with customers and colleagues across North America, your working hours will be aligned to Mountain/Pacific Time Zones, ensuring you’re available during key customer and business hours.

We're looking for an IT Support Analyst to join the team supporting our Accel platform. In this role, you'll provide day-to-day technical support and routine administration for client-facing statistical computing environments, working closely with senior systems engineers, cloud engineers, and platform administrators. This is a great opportunity to build hands-on, cross-disciplinary experience across Windows/Linux systems administration, AWS cloud infrastructure, and specialized life-sciences software (SAS and Posit) in a regulated, validated environment.

• Respond to, triage, and resolve first- and second-line support tickets from d-wise SCE platform users (biostatisticians, statistical programmers, and IT liaisons) within defined SLAs.
• Perform routine Windows Server and Linux administration tasks: user/group provisioning, patching, service and log monitoring, basic scripting, and troubleshooting.
• Assist with basic AWS administration under the guidance of senior/cloud engineers. This includes monitoring EC2 instances, EBS storage, security groups, snapshots/backups, and basic usage/cost reporting.
• Support installation, configuration, and day-to-day administration of SAS software (licensing, metadata, user access/entitlements, and platform health checks).
• Support administration of Posit tools (e.g., Posit Workbench, Posit Connect, Package Manager) — user provisioning, session and resource monitoring, and R package/library management.
• Perform proactive monitoring and routine maintenance of validated SCEs to maintain uptime, performance, and compliance.
• Document troubleshooting steps, standard operating procedures (SOPs), and knowledge-base articles.
• Escalate complex technical issues to Tier 2/3 engineering, Dev Ops, or platform teams as appropriate.
• Support change-control and validation procedures in line with d-wise's quality and…