Senior Cloud Application Support Engineer

Hybrid – 3 days per week onsite required

Approved office locations: Dallas, Raleigh, Boston, San Francisco, or Waterloo (Canada)

Summary

We are focused on generating and activating data from a variety of sources, including clinical, social, behavioral and the real world, to arrive at the best solutions for a person based on a comprehensive view of the evidence. Our unique expertise and capabilities in technology, data science and healthcare enable the entire healthcare ecosystem to drive better health outcomes.

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 for existing and new portfolios. As a Senior Technical Support Engineer, you will work closely with internal stakeholders to identify, reproduce, troubleshoot and resolve deep technical issues. You will also provide support for infrastructure, permission, and configuration changes. These high-level technical support and sustaining engineering services will help customers achieve their business outcomes. You will have the opportunity to 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 some travel, which is anticipated to be approximately 10%.

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.

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, 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, and exceptional ability to communicate technical details to both senior developers and non-technical customers.

Preferred Qualifications

• 4+ years of experience in healthcare technology.
• Familiarity with supporting highly regulated software.
• Experience with R.
• Infrastructure-as-Code (IaC) experience (e.g. Terraform, Ansible, etc) strongly preferred.
• ‘Self starter’ mentality, with a passion for owning and driving issues to resolution.