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.

What You’ll 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:

Bachelor’s 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$105,000 to $145,000. 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 Guidepoint’s 1,600 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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This job post is for a live vacancy. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location.

Compensation $105,000 — $145,000 CAD