Guidepoint is a leading research enablement platform focused on delivering actionable insights for the healthcare sector. The Operations Engineer will manage SaaS platform operations, provide tier-2 support for client-facing systems, and collaborate with various teams to enhance system reliability and operational visibility.
Responsibilities
- 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
- 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
- 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
- Build custom client activity dashboards and reports
- Help define alert thresholds and escalation paths for incidents
- Support client entitlement renewals and additions
- 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
- 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
Skills
- 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
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
Company Overview
Guidepoint is a leading expert network which connects business decision-makers and researchers with independent subject matter experts It was founded in 2003, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.guidepoint.com.