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 Sr 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%.

• 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.

Minimum Qualifications

• 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.

• 1Self starter 2 mentality, with a passion for owning and driving issues to resolution

Preferred Qualifications

• Understanding of LLMs for RCA

• Knowledge of FHIR

• Experience in healthcare technology

• Experience supporting highly regulated software

The Canada base salary range for this full-time position is CAD 123,000 - 138,500 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.