Senior Technical Support Analyst

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