Technical Operations Engineer

Overview:

Qsight is a high-growth division of Guidepoint focused on building data intelligence solutions for the healthcare sector. Qsight leverages proprietary datasets and rigorous analysis of alternative data sources to generate actionable insights for top-tier institutional investors medical device manufacturers and pharmaceutical companies. The Qsight team develops market intelligence products designed to be highly relevant accurate and scalable delivering superior insights to a diverse global client base.

We are seeking an experienced motivated Tehnical Operations Engineer to join our growing team. This is a multiple-hats role focused on SaaS/platform operations and tier-2 support for client-facing systems. You will own the administration and reliability of key tools troubleshoot and resolve escalations with clear documentation and build lightweight automation and reporting to reduce manual work as we scale.

You will partner closely with Customer Success Product and Engineering to proactively monitor support and improve critical systems. Through practical creative problem-solving you will strengthen reliability accelerate time to resolution and increase operational visibility. Day to day you will triage and resolve client technical questions manage vendor license administration and renewals and produce reporting that informs operational decisions.

This role is a launchpad toward an SRE/Platform Engineering track as you grow into deeper automation reliability engineering and systems design work.

This is a hybrid position based out of our Toronto office.

WhatYoull Do:

• Platform Support
• Own routine ops and configuration changes for critical SaaS platforms Including Tableau Freshdesk Datadog and our own client facing and internal portals
• Configure and maintain Freshdesk portals routing SLAs permissions integrations etc. based on business requirements.
• Automate manual operations with Python PowerAutomate and shell scripts leveraging AI coding assistants where useful
• Build custom client activity dashboards and reports with basic SQL
• Manage vendor licensing (renewals true-ups) and optimize seat utilization
• Partner with Engineering to plan implement and maintain integrations
• Assist users with desktop setup and using our technology stack
• Observability & Incident Response
• Actively monitor the health of our critical systems with tools like Datadog
• Collaborate with engineering on configuring telemetry data sources
• Coordinate with vendor support and internal IT to drive issues to resolution
• Contribute to reliability metrics (SLIs/SLOs) as our practices mature with regular 1:1s with Engineering leadership to build toward this path
• Tier 2 Product Support
• Triage escalations from Customer Success
• Reproduce and isolate issues
• Collect logs user context and reproduction steps (e.g. Datadog CloudWatch Tableau) to accelerate Engineering/vendor resolution
• Create and maintain runbooks FAQs and internal documentation
• Help define alert thresholds and escalation paths for incidents
• Proactively identify recurring issues and drive them to permanent fixes (not just workarounds)
• Use AI tools to accelerate runbook creation log triage and issue reproduction
• Some extended availability until 8 pm ET as part of an on-call rotation/coverage plan

What You Have:

• Required Technical Qualifications:
  • Bachelors degree in computer science or equivalent
  • 4 years of hands-on operational experience configuring supporting and administering critical business SaaS tools
  • Strong expertise with scripting and automation
  • Proficiency with Python and SQL
  • Proficient with AI tools (e.g. Claude ChatGPT Copilot) for scripting documentation and troubleshooting workflows
  • Experience with creating and executing runbooks
  • Experience with dashboards metrics reports alerts
• Soft Skills:
  • Strong documentation habits (runbooks checklists user guides)
  • Excellent written and verbal communication skills
  • Demonstrated ability to work independently and in a team atmosphere with minimal supervision
  • Strong focus on quality attention to detail and addressing client needs
• Preferred Qualifications:
  • Interest in site reliability engineering infrastructure-as-code or systems programming
  • Experience with incident management
  • Technical project management skills

What We Offer:

The annual base salary range for this position is CA$105000 to $145000. Additionally this position is eligible for an annual discretionary bonus based on performance.

You will also be eligible for the following benefits:

• Paid time off
• Comprehensive benefits plan
• Company RRSP match
• Development opportunities through the LinkedIn Learning platform

About Guidepoint:

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients decision-making process. Powered by innovative technology real-time data and hard-to-source expertise we help our clients to turn answers into action.

Backed by a network of nearly 1.75 million experts and Guidepoints 1600 employees worldwide we inform leading organizations research by delivering on-demand intelligence and research on request. With Guidepoint companies and investors can better navigate the abundance of information available today making it both more useful and more powerful.

At Guidepoint our success relies on the diversity of our employees advisors and client base which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community regardless of background identity or experience.

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