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Technical Support Analyst

Think Research is changing the way healthcare is delivered - no, really! - and not in the Buckley's "tastes awful but it works" kind of way. We are building software to give clinicians the information they need to treat patients better and faster. 

We’re growing fast and we need all hands on deck. Hungry to make a change that will affect millions? Well grab a quick snack, we're looking for you.

Why Us?

  • Be part of something special. It's not everyday you get to change the way your friends and family are cared for
  • Our company culture is one of the things we are most proud of. Our friendly, talented, and energetic team makes coming into work feel like we're conquering more than just milestones in our healthcare system, but building strong friendships at the same time
  • Unbeatable downtown location right across the street from Union Station (and 30 seconds away from 17 different Starbucks locations!) 

The kinds of things you'd be doing:

  • This role is best suited for a tech savvy individual that enjoys solving complex problems. You will serve as the technical escalation point for our software applications and assist internal and external users as the main triage point. You will assist in the resolution of incidents and lead initiatives around routine deployment processes of our main software platform and its applications.
  • Manage a fast-paced and often critical queue of client support incidents and requests and establish yourself as the primary contact for system escalations
  • Ensure appropriate attention and feedback are provided at every step during escalation by effectively communicating with appropriate parties and when necessary
  • Establish processes and procedures to manage issues until resolution, and/or develop strategies for long term management of issues with no immediate resolution
  • Perform troubleshooting techniques (SQL queries, combing through application logs, etc.) to help gather information to resolve incidents
  • Assist the development team in the design, development, testing and deployment of software solutions
  • Manage system configuration and upgrades on new and existing servers
  • Write and manage technical documentation
  • Work closely with other internal teams, especially Helpdesk and Client Success, to see where additional assistance in monitoring, management and escalation can be provided
  • Assist with training end users and other internal teams to resolve common questions or incidents

Ideal qualifications*:

  • Minimum 2-3 years experience providing technical support at a Level III position
  • Post-secondary degree or diploma in Computer Science or related field
  • Excellent written and oral communication skills with experience communicating directly with internal and external stakeholders
  • Ability to quickly diagnose and resolve technical incidents by interpreting and understanding application production logs to troubleshoot issues
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret and understand source code and databases using a variety of technologies and tools, a must
  • Solid knowledge and previous experience using SQL to query databases
  • Working knowledge of rocket science
  • Experience working in a development team, specifically using a wide variety of technologies
  • Ability to create clear, concise, and professional documents

Nice to have:

  • Experience developing in Ruby on Rails or Javascript to create new applications and/or enhance existing applications
  • Web Development experience
  • Experience using Jenkins, Git, and Virtualization Software
  • Ability to interpret a variety of instructions in written, oral, or diagram form
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