Senior Technical Support Analyst

Location: Waterloo, Ontario, Canada. Qualified candidates must be legally authorized to work in Canada. Employment-based visa or work permit sponsorship is not available. The position may require up to 10% travel.

Salary: CAD 123,000–138,500 per year, plus bonus, equity, and benefits.

Company

A data platform and technology company developing AI-enabled precision health solutions from multimodal health data.

What you will do

• Troubleshoot, reproduce, and own customer-reported technical issues through resolution.
• Manage client deployment issues and drive them to resolution.
• Determine root causes by investigating code and collaborating with developers, architects, operations teams, and customers.
• Identify process, tooling, and product improvements that improve operational efficiency.
• Build support tooling and infrastructure, and create playbooks and knowledge-base content.
• Produce reports and dashboards for internal issue tracking.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Mathematics, Statistics, or a related field.
• 3+ years of experience with Python or another object-oriented programming language such as Java or C++.
• 3+ years of experience with SQL and troubleshooting data issues.
• Cloud operations experience, including buckets, virtual machines, and security access controls.
• Proficiency with GitHub and Jira.
• Excellent troubleshooting and communication skills for working with technical and non-technical stakeholders.

Nice to have

• Infrastructure-as-Code experience with Terraform, Ansible, or similar tools.
• Experience supporting highly regulated software.
• 4+ years of experience in healthcare technology.
• Experience with R.
• Self-starter mentality and a strong ownership mindset.

Culture & Benefits

• Work at the intersection of technology, data science, and healthcare.
• Collaborate with customers and technical teams to support care and research innovation.
• Full-time employment with bonus, equity, and benefits.
• Up to 10% travel may be required.