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Technical Support Specialist

Jonestown, TX

a-tune software provides data and compliance management for research and development facilities through software, services and applications. Our clients include leading international companies and institutions in the fields of academia, pharma and biotechnology in North America, Europe, Australia and Asia.

For our US office in the Austin, TX area, we are hiring a Full-Time Technical Support Specialist.

Your role at a-tune…

Our Technical Support Specialists support the needs of our delivery and sales department in the initial set up of a tick@lab client. The activities range from installation of the software, writing client reports, to configuring the system per a client’s specifications. In addition, they work directly with a client to provide assistance in utilizing the tick@lab software suite. This is a full-time position working in our office in Jonestown, TX. Travel domestically and internationally is also required. This position requires the employee be able to qualify for a credit card for travel requirements.

Key Responsibilities

  • Install and test a-tune tick@lab software; conduct upgrades as needed as well
  • Configuration of a client’s site including the setup of templates and reports
  • Maintenance of existing client environments (upgrades and configuration)
  • Management of client issues, including prioritization and escalation
  • Ownership of all communication on issue status from start to resolution both internally and externally
  • As required, attend remote and onsite meetings with project team and customer
  • Independent study to expand knowledge of the business scope of the software

You're not just looking for any job; you want to contribute, participate and implement your own ideas.

Technical Experience

  • Proficiency with LINUX/UNIX and Windows operating systems for Oracle database installations
  • Proficiency with Windows servers, IIS and Authentication methods
  • Preferred Knowledge of XML as data source and Hands-on XML-SQL programming skills
  • Preferred Knowledge with XML parsing
  • Familiarity with ASP.Net
  • Experience with utility software
  • Preferred of knowledge of relational databases
  • Experience with SQL and the ability to write efficient queries
  • Familiarity with reporting tools (MSRS, List&Label)


  • 3+ years proven success working directly with customers within a technology SaaS company
  • Bachelor’s Degree in a computer science or similar major preferred
  • Demonstrated ability to provide exceptional technical support, both internal and external
  • Strong technical aptitude and excellent communication skills, both verbal and written
  • Strong analytical and problem-solving skills
  • Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases
  • Strong organizational skills and high attention to detail
  • Ability to learn quickly with little direction or oversight
  • Ability/ Willingness to travel up to 10% of the time

Candidates must be authorized to work in the US as permanent residents. We are not offering relocation or sponsorship.

We want to expand, to become even better, and to advance - which is why we need you.

Our Company offers …

  • Competitive benefits including health insurance with a Health Reimbursement Assistance on high deductible plan, dental and vision insurance
  • Life Insurance, short-term and long-term disability
  • Optional 401K plan with matching
  • Paid holidays and competitive vacation time
  • Benefit Condition: a waiting period may apply

Honesty, cooperation and solid teamwork are of paramount importance to us.

Please send Resume to

Human Resources Department

a-tune software INC.
19621 FM 1431, Suite 402
Jonestown, TX 78645


a-tune software INC.

It is the policy of a-tune software INC. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, a-tune software INC. will provide reasonable accommodations for qualified individuals with disabilities.


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