Support Analyst assisting customers with addressing issues on the Xelix platform. Collaborating with multiple internal functions for effective problem resolution and customer support.
About the role
- Senior Technical Support Engineer providing scalable technical support for Verily's healthcare technology products. Collaborating with stakeholders to troubleshoot complex issues.
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'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 create 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 engineering.
- Exceptional ability to communicate technical details to both senior developers and non-technical customers.
- 4+ years of experience in software or healthcare technology (preferred).
- Experience troubleshooting data issues (preferred).
- Experience supporting highly regulated software (preferred).
Benefits
- Flexibility
- Resources
- Competitive benefits
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