Technical Support Engineer

Role Overview

We are hiring for a Technical Support Engineer who would be playing a crucial role in Analyzing and troubleshooting technical issues raised through field and Engineering support tickets.

He/she would be investigating issues, identifying the root cause or probable reason, and drive them towards resolution.

Responsibilities

• Analyze field and production issues using reported symptoms, application/system logs, incident patterns, data inconsistencies, and technical dependencies.
• Reproduce issues and perform internal validation to isolate the cause and confirm the behavior.
• Troubleshoot issues across software, hardware, firmware, algorithms, device configuration, connectivity, and user behavior.
• Handle production issues and escalations based on priority and business impact.
• Work closely with QA, Product, Engineering, Hardware, Customer Success, and other teams to investigate issues, validate fixes, and drive them to closure.
• Share field insights with QA and Engineering to identify recurring issues, product gaps, and potential improvements.
• Provide configuration and operational support, including organization-level feature enablement and configuration changes.
• Maintain and improve run-books and debugging guides to help Field and Support teams troubleshoot common issues.
• Proactively coordinate with Field and Remote-Support teams to provide technical guidance and assistance.
• Manage multiple concurrent issues independently, ensuring timely follow-up and closure
• Support India and US teams with a shift schedule of approximately 2 PM–11 PM IST.

• 1-3 years of experience in Application support and debugging/log analysis/Root cause analysis.
• Good understanding of platform and system architecture, APIs, services, databases, logs, and device-to-cloud workflows.
• Hands-on experience with technical debugging and testing.
• Experience with JIRA and HubSpot is preferred.
• Strong analytical, problem-solving, and troubleshooting skills.
• Good communication and cross-functional coordination skills.
• Ability to work independently, prioritize issues, and drive them to closure
• Experience working with medical devices or healthcare technology.
• Understanding of hardware, firmware, device connectivity, and device troubleshooting.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.