Senior Technical Support Analyst

TL;DR

Senior Technical Support Analyst: Troubleshooting and resolving deep customer technical issues by reproducing, owning, and driving the issue lifecycle from start to finish with an accent on root-cause analysis through code reading and building support playbooks, dashboards, and tooling. Focus on operational efficiency improvements for issue resolution and high-quality technical communication to both senior developers and non-technical customers.

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

• Troubleshoot customer-reported issues and manage the issue lifecycle end to end by reproducing and owning resolution.
• Drive resolution of new client deployment issues through to completion.
• Determine root cause by reading through code and analyzing technical details.
• Improve operational efficiency by identifying process, tooling, and product improvements for issue resolution.
• Create playbooks and knowledge base content for issue resolution, plus reports and dashboards for internal issue tracking.

Requirements

• 3+ years of experience with Go, Java, python, or a similar general-purpose object-oriented programming language.
• 3+ years of experience with SQL and troubleshooting data issues.
• Proficiency with Jira and GitHub.
• Excellent troubleshooting skills and ability to translate investigations into clear next steps for customers or engineering.
• Exceptional ability to communicate technical details to both senior developers and non-technical customers.
• Legally authorized to work in Canada; hirify.global cannot provide employment-based visa or work permit sponsorship for this position.

Nice to have

• Understanding of LLMs for RCA.
• Knowledge of FHIR.
• Experience in healthcare technology.
• Experience supporting highly regulated software.

Culture & Benefits

• Full-time role with bonus, equity, and benefits.
• Salary range depends on role, level, and location.
• Travel may be required up to 10%.
• Equal opportunity employer.