Senior Technical Support Analyst

TL;DR

Senior Technical Support Analyst: Investigating and resolving deep technical customer issues across care and research innovation with an accent on reproducing the issue lifecycle, root-cause analysis through code, and driving operational efficiencies via playbooks and tooling. Focus on troubleshooting infrastructure, permissions, and configuration changes while communicating complex technical details to both developers and non-technical stakeholders.

Location: Waterloo, Ontario

Salary: CAD 123,000–138,500 + bonus + equity + benefits

Company

hirify.global Health is a data platform and technology company powering AI-enabled precision health solutions.

What you will do

• Own the technical issue lifecycle by reproducing, tracking, and driving customer issues from start to finish.
• Project-manage new client deployment issues through resolution.
• Determine root cause by reading code, troubleshooting reported issues, and implementing security and permissions configuration changes.
• Improve issue-resolution efficiency by identifying process, tooling, and product improvements; create playbooks and knowledge base content.
• Create internal reports and dashboards for issue tracking.

Requirements

• 3+ years of experience with Python, R, or a similar object-oriented programming language; Bachelor’s degree in Statistics, Computer Science, Mathematics, Information Systems, or related field.
• Familiarity with SQL and ability to identify root cause of data issues; proficiency with Jira and GitHub.
• Cloud operations experience (e.g., creating buckets, VMs, or security access controls).
• Excellent troubleshooting skills and ability to translate investigations into clear next steps for customers and internal teams.
• Exceptional ability to communicate technical details to both senior developers and non-technical customers.
• Work authorization: legally authorized to work in Canada; no employment-based visa or work permit sponsorship available.

Culture & Benefits

• Full-time role with bonus, equity, and benefits.
• Travel expected for the position (approximately 25%).
• Equal opportunity employer.

Hiring process

• Applications may be screened and/or assessed using AI tools to support the hiring team’s review.
• Qualified candidates will be considered for employment without regard to protected characteristics.