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  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, Cloud Watch, 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.
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