Senior Technical Support Analyst

ICONMA; Southwestern Ontario; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A research and health financing company is seeking a Senior Technical Support Analyst in Waterloo ON. The successful candidate will handle technical customer issues, manage new client deployments, and drive operational efficiencies. Ideal applicants will have 3+ years of experience with Python or R, familiarity with SQL, and possess excellent troubleshooting and communication skills. Benefits include health coverage and growth opportunities.

Benefits

Health Benefits

Referral Program

Excellent growth and advancement opportunities

Qualifications

• 3+ years’ experience working with Python, R, or a similar object oriented programming language.
• Familiarity with SQL and ability to identify root cause of data issues.
• 4+ years of experience in software or healthcare technology.

Responsibilities

• Help define and manage technical customer issues.
• Project manage new client deployment issues through to resolution.
• Drive operational efficiencies for issue resolution.

Education

Bachelor Degree in Statistics

Bachelor Degree in Computer Science

Bachelor Degree in Mathematics

Bachelor Degree in Information Systems

Tools

Python

R

SQL

Jira

GitHub

Job description

Overview

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

• 3+ years’ experience working with Python, R, or a similar object oriented programming language with Bachelor 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.
• 4+ 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?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.