Operations Engineer

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 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 hybrid in Toronto City(with the option to be fully remote); candidates must be able to work US/CAN Eastern hours from 9 am to 6 pm.

• →Systems Administration
  • →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
• →Observability & Incident Response
  • →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
• →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
• →Customer Success Support
  • →Build custom client activity dashboards and reports
  • →Help define alert thresholds and escalation paths for incidents
  • →Support client entitlement renewals and additions
• →Occasional Desktop Support (5%)
  • →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
• →Ways of Working
• →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

• 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
• Technical project management skills

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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