Senior Technical Support Analyst

Verily Health; Southwestern Ontario; On-site; CAD 123,000 - 138,500; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Verily Health is seeking a Senior Software Support Engineer to enhance our technical solutions for clients. This role involves troubleshooting customer-reported issues, managing technical issues, and collaborating with internal teams and customers to deliver high-level support.

The ideal candidate has a Bachelor's degree and at least three years of experience with programming languages like Go, Java, or Python, as well as SQL. A self-starter mentality and exceptional communication skills are essential. This full-time position is based in Southwestern Ontario, Canada, with a salary range of CAD 123,000 to 138,500 plus bonus and equity.

Qualifications

• 3+ years experience with a general-purpose object-oriented programming language.
• 3+ years of experience with SQL and troubleshooting data issues.
• Excellent troubleshooting skills for complex technical issues.

Responsibilities

• Troubleshoot customer-reported issues and manage technical customer issues.
• Project manage new client deployment issues through to resolution.
• Create playbooks and knowledge base content for issue resolution.

Skills

Go

Java

Python

SQL

Jira

GitHub

Education

Bachelor’s Degree in Statistics, Computer Science, Mathematics or Information Systems

Job description

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 Senior 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: 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.
• Preferred: Understanding of LLMs for RCA.
• Preferred: Knowledge of FHIR.
• Preferred: Experience in healthcare technology.
• Preferred: Experience supporting highly regulated software.

Salary

The Canada base salary range for this full‑time position is CAD 123,000 – 138,500 + bonus + equity + benefits.

Equal Opportunity Employer

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.

Legal Requirements

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 [e-mail].