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ICONMA
Senior Technical Support AnalystICONMA • Waterloo, ON
Senior Technical Support Analyst

Senior Technical Support Analyst

ICONMA • Waterloo, ON
30+ days ago
Job type
  • Full-time
Job description

Our Client, a Research, Care and Health Financing company, is looking for a Senior Technical Support Analyst for their Waterloo ON/ Hybrid location.

Responsibilities:

  • 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.
  • Determines root cause by reading through code; troubleshoot customer reported issues; implement security and permissions configuration changes.
  • Drive operational efficiencies for issue resolution by identifying process, tooling, and product improvements.
  • Create playbooks and knowledge base content for issue resolution.
  • Create reports and dashboards for internal issue tracking purposes.

Requirements:
  • + years’ experience working with Python, R, or a similar object oriented programming language with Bachelor's Degree in Statistics, Computer Science, Mathematics or Information Systems or related area.
  • Familiarity with SQL and ability to identify root cause of data issues. Proficiency with Jira and Github. Cloud operations experience such as creates buckets, VMs, or security access controls
  • Excellent troubleshooting skills, with an ability to track complex details and clearly translate investigations into next steps for the customer or internal teams.
  • Exceptional ability to communicate technical details to both senior developers and non-technical customers.
  • + years of experience in software or healthcare technology.
  • Experience troubleshooting data issues.
  • Experience supporting highly regulated software.
  • ‘Self starter’ mentality, with a passion for owning and driving issues to resolution.

Why Should You Apply?
  • Excellent growth and advancement opportunities
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Senior Technical Support Analyst • Waterloo, ON

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