Senior Technical Support Analyst

Verily•Waterloo, ON

1d•CA$123,000 - CA$138,500•Remote

About The Position

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. 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.

Requirements

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.
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
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.

Nice To Haves

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

Responsibilities

Troubleshoot customer reported issues and help 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.
Determine root cause by reading through code.
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.