Operations Engineer
About The Position
Qsight is a high-growth division of Guidepoint focused on building data intelligence solutions for the healthcare sector. Qsight leverages proprietary datasets and rigorous analysis of alternative data sources to generate actionable insights for top-tier institutional investors, medical device manufacturers, and pharmaceutical companies. The Qsight team develops market intelligence products designed to be highly relevant, accurate, and scalable – delivering superior insights to a diverse, global client base. We are seeking an experienced, motivated Operations Engineer to join our growing team. This is a multiple-hats role focused on SaaS/platform operations and tier-2 support for client-facing systems. You will own the administration and reliability of key tools, troubleshoot and resolve escalations with clear documentation, and build lightweight automation and reporting to reduce manual work as we scale. You will partner closely with Customer Success, Product, and Engineering to proactively monitor, support, and improve critical systems. Through practical, creative problem-solving, you will strengthen reliability, accelerate time to resolution, and increase operational visibility. Day to day, you will triage and resolve client technical questions, manage vendor license administration and renewals, and produce reporting that informs operational decisions. This role is hybrid in New York City (with the option to be fully remote); candidates must be able to work US Eastern hours from 9 am to 6 pm.
Requirements
- Bachelor’s degree or equivalent experience
- 1–3 years of hands-on operational experience, supporting and administering critical business SaaS tools
- Experience with creating and executing runbooks
- Experience with dashboards, metrics, reports, alerts
- Fluency with Excel formulas, pivot tables, data connections
- Strong documentation habits (runbooks, checklists, user guides)
- Proficiency with Python and SQL
- Excellent written and verbal communication skills
- Demonstrated ability to work independently and in a team atmosphere with minimal supervision
- Strong focus on quality, attention to detail, and addressing client needs
Nice To Haves
- Experience with incident management
- Technical project management skills
Responsibilities
- Manage operations for critical SaaS platforms (Tableau, Datadog, Freshdesk)
- Own configuration, workflows, and automations
- Manage vendor licensing (renewals, true-ups) and optimize seat utilization
- Administer users, groups, permissions, routing rules, and integrations
- Partner with Engineering to design, implement, and maintain integrations
- Actively monitor the health of critical systems
- Coordinate with vendor support and internal IT to drive issues to resolution
- Serve as the point of contact for vendors and internal stakeholders
- Triage escalations from Customer Success
- Reproduce and isolate issues
- Collect logs, user context, and reproduction steps (e.g., Datadog, CloudWatch, Tableau) to accelerate Engineering/vendor resolution
- Create and maintain runbooks, FAQs, and internal documentation
- Build custom client activity dashboards and reports
- Help define alert thresholds and escalation paths for incidents
- Support client entitlement renewals and additions
- Assist business users with light-touch desktop and software support when needed (installing software, troubleshooting basic issues)
- Coordinate with central IT for larger incidents or hardware issues
- Collaborate closely with Customer Success, Product, Engineering, and central IT teams
- Proactively identify recurring issues and drive them to permanent fixes (not just workarounds)
- Some extended availability until 8 pm ET as part of an on-call rotation/coverage plan
Benefits
- 15 PTO days, 10 legal holidays, and sick days
- Comprehensive medical, dental, and vision plans
- Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plans
- Commuter benefits and a corporate gym rate
- Development opportunities through the LinkedIn Learning platform
- Free snacks and beverages in the office
- Friday happy hour and “Summer Fridays”
- Year-round corporate athletic league
- Casual work environment, team building, and other social events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
