Über
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 New York City (with the option to be fully remote); candidates must be able to work US Eastern hours from 9 am to 6 pm.
What You'll Do:
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
Required Technical Qualifications:
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
Preferred Qualifications:
Experience with incident management
Technical project management skills
What We Offer:
The annual base salary range for this position is $95,000 to $135,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
You will also be eligible for the following benefits:
15 PTO days, 10 legal holidays, and sick days
Comprehensive medical, dental, and vision plans
Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plans
Commuter benefits and a corporate gym rate
Development opportunities through the LinkedIn Learning platform
Free snacks and beverages in the office
Friday happy hour and "Summer Fridays"
Year-round corporate athletic league
Casual work environment, team building, and other social events
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.
Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.
Compensation
$95,000—$135,000 USD
Sprachkenntnisse
- English
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