Senior Technical Support Analyst

Who We Are

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 position may necessitate travel, up to 10%.

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.

Qualifications

Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Mathematics, Statistics or related area.

• Cloud operations experience such as creating buckets, VMs, and security access controls

• 3+ years experience working with Python, or other object oriented programming languages (e.g. Java, C++).

• 3+ years experience working with SQL, and experience in troubleshooting data issues

• Proficiency with Github and Jira.

• 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.

Preferred qualifications

• Infrastructure-as-Code (IaC) experience (e.g. Terraform, Ansible, etc) strongly preferred

• Experience supporting highly regulated software.

• 4+ years of experience in healthcare technology.

• Experience with R

• ‘Self starter’ mentality, with a passion for owning and driving issues to resolution.

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.

Verily Health Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 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

We use artificial intelligence (AI) tools to help screen and/or assess applications for this role. These tools analyze information you provide (for example, your résumé or answers to application questions) to support our hiring team’s review.

If you have questions about our use of AI in recruitment or require an accommodation, please contact [email protected].