Senior Technical Support Analyst

Who We Are

Verily, an Alphabet subsidiary, is pioneering a data-driven approach to transform health management and healthcare delivery. Launched from Google X in 2015, our mission is to deliver precision health to everyone, every day. We focus on generating and activating diverse data sources—clinical, social, behavioral, and real-world—to provide personalized solutions based on comprehensive evidence. Our unique blend of technology, data science, and healthcare expertise empowers the entire healthcare ecosystem to achieve superior health outcomes.

The Role: Senior Technical Support Analyst

The Technical Solutions team is at the forefront of care and research innovation. We expand product boundaries for new business ventures and establish a scalable technical support framework for OneVerily, Verily Workbench, Onduo, Stargazer, and emerging portfolios. As a Senior Technical Support Analyst, you will collaborate closely with internal stakeholders to identify, reproduce, troubleshoot, and resolve complex technical issues. You will also manage infrastructure, permission, and configuration changes. These advanced technical support and sustaining services are crucial for helping customers achieve their business objectives. This role offers the opportunity to work with customers, top developers, architects, and operations teams on challenging issues, and contribute to building support tooling and infrastructure.

Responsibilities

• Help define and manage technical customer issues, overseeing the issue lifecycle from initial reproduction to final resolution.
• Project manage new client deployment issues, ensuring timely resolution.
• Determine root causes by analyzing code and troubleshoot customer-reported issues.
• Implement security and permissions configuration changes.
• Drive operational efficiencies for issue resolution by identifying and implementing process, tooling, and product improvements.
• Create comprehensive playbooks and knowledge base content for effective issue resolution.
• Generate reports and dashboards for internal issue tracking and visibility.

Qualifications

Minimum Qualifications:

• 3+ years of experience working with Python, R, or a similar object-oriented programming language.
• Bachelor's Degree in Statistics, Computer Science, Mathematics, Information Systems, or a related field.
• Familiarity with SQL and the ability to identify the root cause of data issues.
• Proficiency with Jira and Github.
• Cloud operations experience, including creating buckets, VMs, or managing security access controls.
• Excellent troubleshooting skills, with the ability to track complex details and clearly translate investigations into actionable next steps for customers or internal teams.
• Exceptional ability to communicate complex technical details effectively to both senior developers and non-technical customers.

Preferred Qualifications:

• 4+ years of experience in software or healthcare technology.
• Demonstrated experience troubleshooting data issues.
• Experience supporting highly regulated software environments.
• A "self-starter" mentality, driven by a passion for owning and resolving issues.

Key skills/competency

• Technical Support
• Troubleshooting
• Python
• R
• SQL
• Cloud Operations
• Jira
• Github
• Issue Resolution
• Customer Communication