Senior Technical Support Engineer

Title: Senior Technical Support Engineer – Research Solutions

Location: Hybrid – Raleigh, NC; Boston, MA; or Dallas, TX

Duration: 6 Month Contract to Hire

Role Overview

Verily’s Technical Solutions team supports care and research innovation by delivering scalable,

high‑quality technical support for critical healthcare and research platforms. As a Senior Technical

Support Engineer supporting Research Solutions, you will serve as an escalation point for complex

technical issues and work closely with engineering, product, and operations teams to ensure reliable

and compliant customer outcomes.

This role requires strong backend technical expertise, experience troubleshooting data and integrations,

and the ability to take full ownership of issues from investigation through resolution in regulated

healthcare environments.

Key Responsibilities

• Own and manage complex customer technical issues from initial triage through final resolution

• Identify and determine root cause by reviewing application behavior, logs, data, and backend code

• Troubleshoot and resolve issues related to APIs, integrations, and distributed systems

• Diagnose and resolve data issues using SQL and related data tools

• Implement infrastructure, security, permissions, and configuration changes as needed

• Support cloud operations including virtual machines, storage resources, and access controls

• Partner closely with engineering, product, and operations teams on advanced escalations

• Create and maintain playbooks, documentation, and knowledge base articles to support issue resolution

• Identify opportunities to improve support processes, tooling, and system scalability

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Mathematics, Statistics, or a related field

• Three or more years of experience troubleshooting object‑oriented code, with preference for Java, Scala,

or Python

• Three or more years of experience working with SQL and resolving data‑related issues

• Hands‑on experience using GitHub for code review, troubleshooting, or collaboration

• Proven ability to independently own complex technical issues end to end

Preferred Qualifications

• Four or more years of experience supporting healthcare, life sciences, or clinical research technology

• Experience supporting regulated or compliance‑driven software environments

• Familiarity with healthcare integrations including Epic or Redox

• Experience working with FHIR‑based data or APIs

• Experience leveraging AI or automation to improve support workflows