Senior Technical Support Analyst (Medtech)

TL;DR

Senior Technical Support Analyst (Cloud, Python): Defining, reproducing, troubleshooting, and resolving deep technical issues for care and research innovation products with an accent on owning the issue lifecycle and driving operational efficiencies. Focus on reading code, implementing security/permissions, and building support tooling for complex customer challenges.

Location: Hybrid (Waterloo, Ontario). Must be legally authorized to work in Canada. hirify.global is currently unable to offer employment-based visa or work permit sponsorship for this position.

Salary: CAD 118,500–133,000 + bonus + benefits.

Company

hirify.global is an Alphabet subsidiary leveraging a data-driven approach to transform health management and healthcare delivery, aiming to bring precision health to everyone.

What you will do

• Define and manage technical customer issues, owning their lifecycle from reproduction to resolution.
• Project manage new client deployment issues through to resolution.
• Determine root cause by reading code, troubleshooting, and implementing security/permissions.
• Drive operational efficiencies by identifying process, tooling, and product improvements, and creating knowledge base content.
• Create reports and dashboards for internal issue tracking purposes.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, Mathematics, Statistics or related area.
• 3+ years experience with Python or other object-oriented programming languages, SQL, and data troubleshooting.
• Cloud operations experience (creating buckets, VMs, security access controls).
• Proficiency with Github and Jira.
• Excellent troubleshooting skills, with an ability to track complex details and clearly translate investigations into next steps for the customer or engineering.

Nice to have

• 4+ years of experience in healthcare technology.
• Familiarity with supporting highly regulated software.
• Experience with R.
• Infrastructure-as-Code (IaC) experience (e.g. Terraform, Ansible).

Culture & Benefits

• Opportunity to collaborate with customers, top developers, architects, and operations teams.
• Work as part of a diverse team innovating at the intersection of health and technology.
• Receive flexibility, resources, and competitive benefits to support whole-person well-being.
• Engage in a culture focused on innovating healthcare, gaining velocity, and respecting individuals.
• Contribute to a culture of inclusion, belonging, and equitability (VIBE).