Senior Technical Support Analyst (Medtech)

TL;DR

Senior Technical Support Analyst (Medtech): Supporting care and research innovation by troubleshooting and resolving deep technical issues for various products with an accent on owning the issue lifecycle, root cause analysis, and implementing configuration changes. Focus on collaborating with developers and operations teams to resolve complex issues and build support tooling.

Location: Hybrid (Waterloo, Ontario, Canada). Must not require employer sponsored work authorization for employment in Canada. Travel anticipated to be approximately 25%.

Company

hirify.global, a subsidiary of Alphabet, uses a data-driven approach to change the way people manage their health and how healthcare is delivered.

What you will do

• Define and manage technical customer issues, reproducing and owning the issue lifecycle from start to finish.
• Project manage new client deployment issues through to resolution.
• Determine root cause by reading through code; troubleshoot customer reported issues; implement security and permissions configuration changes.
• Drive operational efficiencies for issue resolution by identifying process, tooling, and product improvements.
• Create playbooks and knowledge base content for issue resolution.
• Create reports and dashboards for internal issue tracking purposes.

Requirements

• 3+ years experience working with Python, R, or a similar object-oriented programming language.
• Bachelor's Degree in Statistics, Computer Science, Mathematics, Information Systems, or a related area.
• Familiarity with SQL and ability to identify root cause of data issues.
• Proficiency with Jira and Github.
• Cloud operations experience such as creating buckets, VMs, or security access controls.
• Excellent troubleshooting skills and ability to communicate technical details to both senior developers and non-technical customers.
• Qualified applicants must not require employer sponsored work authorization for employment in Canada.

Nice to have

• 4+ years of experience in software or healthcare technology.
• Experience troubleshooting data issues.
• Experience supporting highly regulated software.
• "Self starter" mentality, with a passion for owning and driving issues to resolution.

Culture & Benefits

• Innovating at the intersection of health and technology.
• Offers flexibility, resources, and competitive benefits to support whole-person well-being.
• Culture of Inclusion, Belonging, and Equitability (VIBE).
• Opportunities to grow and shape the future of health.