Data Specialist

AlayaCare

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About AlayaCare:  

AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We are a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

About the Role: 

We are looking for a Data Specialist with subject matter expertise in Technical Support best practices in a Software as a Service (SaaS) environment.

You’ll manage global customer requests, focusing on data workflows. With expertise in debugging and problem-solving, you’ll investigate code issues, ensuring smooth system operation. If you’re interested in helping us support the delivery of homecare services, this job is for you. 

A day in the life:   

70% of your time will be spent:

  • Using SQL languages and working in database infrastructure within AlayaCare’s cloud application and leverage it to solve customer issues.
  • Manage a queue of JIRA requests, troubleshooting and solving complex customer issues, and owning the resolution process by implementing SQL or Python code fixes.
  • Monitoring enterprise customer escalations and status, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues.
  • Drive the evolution of code standards and best practices, emphasizing optimization and adherence to industry norms. Collaborate on debugging efforts across teams, ensuring swift identification and resolution of issues, even those introduced by other teams.
  • Offer insights to enhance code stability and refine operational processes, informing product development and improvement strategies.
  • Work closely with your team lead to analyze queue data, identifying trends, patterns, and insights to inform improvement decisions and optimize team performance.
  • Create and maintain code within project pipelines, actively contributing to ongoing enhancement and optimization to meet evolving requirements and improve overall functionality.

20% of your time will be spent:

  • Liaising and communicating with the Customer Success, Product, QA, and Engineering Team throughout the support process.

The Data Specialist will also occasionally be a part of an on-call rotation for after hours or weekend work.

What you bring to the team:  

  • Bachelor’s Degree in Accounting, Revenue Management, Payroll, Health Informatics, Science, Business, Engineering, etc.
  • 2+ years of experience in SQL query language principles and processes.
  • 1+ years of experience in technical support or customer service, demonstrating strong problem-solving and investigation skills.
  • Proficient in Python scripting.
  • Ability to debug complex Python scripts, provide code-based solutions to unblock processes and QA the fixes.
  • Participate in code reviews to improve your skills.
  • Knowledge and working experience with the following applications: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom) or a proven ability to leverage similar tools.
  • Exceptional problem solving and creative thinking skills.
  • Ability to translate business requirements into technical and analytical tasks.
  • Ability to translate insights into decisions and actions that have direct business impact.
  • Outstanding written and oral communication skills.
  • Someone who is empathetic.
  • Someone who is creative and curious.
  • Desire to work with customers and ability to deal with critical situations.
  • Desire to work in a fast-paced environment.
  • Experience supporting SAAS applications strongly preferred.
  • Healthcare experience is considered an asset.

Location, and in-office requirements:

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location for this position would be within the Greater Toronto Area.

What Makes AlayaCare a Great Place to Work: 

  • Our products have a positive impact on the lives of countless care workers and care recipients Equity in a well-funded, high-growth company
  • Work where you feel most engaged and productive with our Superflex working models, whether that be at home or in one of our beautiful offices
  • Competitive compensation including equity in a growing, well-funded company
  • Comprehensive group benefits program, including telemedicine, effective on your first day
  • Employee expense program for health, wellness, lifestyle, productivity expenses and more!
  • Parental leave top-up plan
  • Flexible vacation policy
  • Wellness Fridays for extra time to unwind
  • Paid Volunteer Time off Program
  • Career growth and development opportunities
  • An entrepreneurial culture of transparency, collaboration, and innovation
  • We are recognized as Deloitte’s Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit, and bold innovation

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.  

If you want to explore AlayaCare further, please visit our website www.alayacare.com.

Better outcomes, better belonging  

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.       

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare’s policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.   

If you require accommodation as part of the recruitment and selection process, please reach out to [email protected]. Please note, we do not accept unsolicited headhunter or agency resumes.

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