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
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Analyze field and production issues using reported symptoms, application/system logs, incident patterns, data inconsistencies, and technical dependencies.
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Reproduce issues and perform internal validation to isolate the cause and confirm the behavior.
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Troubleshoot issues across software, hardware, firmware, algorithms, device configuration, connectivity, and user behavior.
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Handle production issues and escalations based on priority and business impact.
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Work closely with QA, Product, Engineering, Hardware, Customer Success, and other teams to investigate issues, validate fixes, and drive them to closure.
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Share field insights with QA and Engineering to identify recurring issues, product gaps, and potential improvements.
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Provide configuration and operational support, including organization-level feature enablement and configuration changes.
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Maintain and improve run-books and debugging guides to help Field and Support teams troubleshoot common issues.
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Proactively coordinate with Field and Remote-Support teams to provide technical guidance and assistance.
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Manage multiple concurrent issues independently, ensuring timely follow-up and closure
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Support India and US teams with a shift schedule of approximately 2 PM–11 PM IST.
Skills
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1-3 years of experience in Application support and debugging/log analysis/Root cause analysis.
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Good understanding of platform and system architecture, APIs, services, databases, logs, and device-to-cloud workflows.
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Hands-on experience with technical debugging and testing.
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Experience with JIRA and HubSpot is preferred.
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Strong analytical, problem-solving, and troubleshooting skills.
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Good communication and cross-functional coordination skills.
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Ability to work independently, prioritize issues, and drive them to closure
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Experience working with medical devices or healthcare technology.
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Understanding of hardware, firmware, device connectivity, and device troubleshooting.