Operations Engineer

Guidepoint is a leading research enablement platform focused on building data intelligence solutions for the healthcare sector. The Operations Engineer will manage SaaS operations, provide tier-2 support for client-facing systems, and collaborate with various teams to enhance system reliability and operational visibility.ResponsibilitiesManage operations for critical SaaS platforms (Tableau, Datadog, Freshdesk)Own configuration, workflows, and automationsManage vendor licensing (renewals, true-ups) and optimize seat utilizationAdminister users, groups, permissions, routing rules, and integrationsPartner with Engineering to design, implement, and maintain integrationsActively monitor the health of critical systemsCoordinate with vendor support and internal IT to drive issues to resolutionServe as the point of contact for vendors and internal stakeholdersTriage escalations from Customer SuccessReproduce and isolate issuesCollect logs, user context, and reproduction steps (e.g., Datadog, CloudWatch, Tableau) to accelerate Engineering/vendor resolutionCreate and maintain runbooks, FAQs, and internal documentationBuild custom client activity dashboards and reportsHelp define alert thresholds and escalation paths for incidentsSupport client entitlement renewals and additionsAssist 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 issuesCollaborate closely with Customer Success, Product, Engineering, and central IT teamsProactively 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 planSkillsBachelor's degree or equivalent experience1–3 years of hands-on operational experience, supporting and administering critical business SaaS toolsExperience with creating and executing runbooksExperience with dashboards, metrics, reports, alertsFluency with Excel formulas, pivot tables, data connectionsStrong documentation habits (runbooks, checklists, user guides)Proficiency with Python and SQLExcellent written and verbal communication skillsDemonstrated ability to work independently and in a team atmosphere with minimal supervisionStrong focus on quality, attention to detail, and addressing client needsExperience with incident managementTechnical project management skillsBenefits15 PTO days, 10 legal holidays, and sick daysComprehensive medical, dental, and vision plansWill match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plansCommuter benefits and a corporate gym rateDevelopment opportunities through the LinkedIn Learning platformFree snacks and beverages in the officeFriday happy hour and “Summer Fridays”Year-round corporate athletic leagueCasual work environment, team building, and other social eventsCompany OverviewGuidepoint 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.



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