Operations Engineer
G
GuidepointHealthcare Sector
US/CAN Eastern hours from 9 am to 6 pm, US/CAN Eastern hours from 9 am to 6 pmFull-TimeMiddle
Salary95000 - 135000 CAD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- PythonSQLTableauMicrosoft ExcelDatadog
Requirements
- Bachelor’s degree or equivalent experience
- 1–3 years of hands-on operational experience, supporting and administering critical business SaaS tools
- Experience with creating and executing runbooks
- Experience with dashboards, metrics, reports, alerts
- Fluency with Excel formulas, pivot tables, data connections
- Strong documentation habits (runbooks, checklists, user guides)
- Proficiency with Python and SQL
- 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
- Experience with incident management (Preferred)
- Technical project management skills (Preferred)
Responsibilities
- Manage operations for critical SaaS platforms (Tableau, Datadog, Freshdesk)
- Own configuration, workflows, and automations
- Manage vendor licensing (renewals, true-ups) and optimize seat utilization
- Administer users, groups, permissions, routing rules, and integrations
- Partner with Engineering to design, implement, and maintain integrations
- Actively monitor the health of critical systems
- Coordinate with vendor support and internal IT to drive issues to resolution
- Serve as the point of contact for vendors and internal stakeholders
- 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
- Build custom client activity dashboards and reports
- Help define alert thresholds and escalation paths for incidents
- Support client entitlement renewals and additions
- Assist business users with light-touch desktop and software support when needed (installing software, troubleshooting basic issues)
- Coordinate with central IT for larger incidents or hardware issues
- Collaborate closely with Customer Success, Product, Engineering, and central IT teams
- Proactively identify recurring issues and drive them to permanent fixes (not just workarounds)
- Some extended availability until 8 pm ET as part of an on-call rotation/coverage plan
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