Verily

Senior Technical Support Analyst

Waterloo, Ontario · Senior · Full-time

No sponsorship$123k-$139kDetected 23 days ago

PythonJavaGoObject-Oriented ProgrammingGitSQLData ScienceLLMsStatisticsJiraCustomer SupportHL7/FHIRResearch

About the role

Uniquely positioned at the intersection of technology, data science, and healthcare, Verily transforms multimodal health data into insights, models, and actions that make healthcare more personalized, predictive, and precise.
Description The Technical Solutions team focuses on care and research innovation.
The position may necessitate travel, up to 10%.

Troubleshoot customer reported issues and h elp define and manage technical customer issues, by reproducing and owning the issue lifecycle from start to finish.
Project manage new client deployment issues through to resolution.
Drive operational efficiencies for issue resolution by identifying process, tooling, and product improvements.
Create playbooks and knowledge base content for issue resolution and reports and dashboards for internal issue tracking purposes.
We support new business by expanding the boundary of the product in select areas, and we provide a scalable technical support framework across a number of program offerings.
As a Sr Software Support Engineer, you will work closely with internal stakeholders to identify, reproduce, troubleshoot and resolve deep technical issues.
You will provide high-level technical support and sustaining engineering services to help customers achieve their business outcomes.
You will collaborate with customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues.
You will help build support tooling and infrastructure.

Bachelor's Degree in Statistics, Computer Science, Mathematics or Information Systems or related area.
3+ years 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, with an ability to track complex details and clearly translate investigations into next steps for the customer or engineering.
Minimum Qualifications
Exceptional ability to communicate technical details to both senior developers and non-technical customers.
'Self starter' mentality, with a passion for owning and driving issues to resolution
Preferred Qualifications
Experience in healthcare technology
The Canada base salary range for this full-time position is CAD 123,000 - 138,500 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Understanding of LLMs for RCA
Knowledge of FHIR
Experience supporting highly regulated software
For our EEO Policy Statement, please click here.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Qualified candidates must be legally authorized to work in Canada.
Verily is currently unable to offer employment-based visa or work permit sponsorship for this position.
AI and Automated Decision-Making Notice

The Canada base salary range for this full-time position is CAD 123,000 - 138,500 + bonus + equity + benefits.

Verily Health is a data platform and technology company purpose-built to power AI-enabled precision health solutions that accelerate research and improve care for individuals and communities.

Verily Health is a data platform and technology company purpose-built to power AI-enabled precision health solutions that accelerate research and improve care for individuals and communities. Uniquely positioned at the intersection of technology, data science, and healthcare, Verily transforms multimodal health data into insights, models, and actions that make healthcare more personalized, predictive, and precise.
Description
The Technical Solutions team focuses on care and research innovation. We support new business by expanding the boundary of the product in select areas, and we provide a scalable technical support framework across a number of program offerings. As a Sr Software Support Engineer, you will work closely with internal stakeholders to identify, reproduce, troubleshoot and resolve deep technical issues. You will provide high-level technical support and sustaining engineering services to help customers achieve their business outcomes. You will collaborate with customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You will help build support tooling and infrastructure.
The Technical Solutions team focuses on care and research innovation.

This listing is sourced directly from Verily's careers page and normalized into a canonical job model.