Technical Support Specialist

Company Overview : Dozee Health AI is the pioneer in Contactless Remote Patient Monitoring (RPM), proven to drive transformation at scale. Headquartered in Bengaluru, India, Dozee has emerged as India’s no. 1 RPM Company.

We are seeking visionary individuals to help us in this very exciting journey. As a part of our dynamic team, you’ll have the opportunity to collaborate with top healthcare providers in the country, applying AI-powered RPM solutions to tackle some of the most pressing challenges in healthcare - enhancing staff efficiency, improving patient outcomes, and pioneering the next generation of care models

Job Overview

Dozee is seeking a skilled Technical Support Specialist to join our Technical support team. This role involves assisting field teams with troubleshooting and resolving technical issues (hardware and software) from a remote location. The ideal candidate will leverage diagnostic tools, software systems, and strong problem-solving abilities to identify and resolve technical issues quickly and effectively. If you have a passion for technology, enjoy solving complex problems, and have strong communication skills, this is the role for you!

Responsibilities

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Provide remote assistance to field teams to diagnose and troubleshoot hardware/software issues with Dozee devices using Slack, WhatsApp, calls, or email.

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Use various diagnostic tools and software including but not limited to OpenObserve, Postman, MDM, monitoring tools, and internal dashboards to remotely assess and troubleshoot issues.

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Work to quickly identify the root cause of and provide effective solutions or guide field teams in implementing temporary fixes until proper resolution can be made.

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Collaborate with on-field teams, engineering, Hardware and product teams to escalate complex issues and work towards long-term solutions.

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Analyze device logs, system data, and dashboards to identify potential issues and provide appropriate resolutions.

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Provide clear and concise instructions to field staff and customers, ensuring they understand the troubleshooting process and solutions.

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Stay up to date with product updates, troubleshooting techniques, and relevant hardware knowledge to ensure effective support.

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Provide insights on recurring issues and suggest improvements to enhance the product’s reliability and the efficiency of the support process.

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Identify root causes of internet and Bluetooth connectivity issues, and troubleshoot in coordination with the client point of contact (POC).

Desired Experience

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• 1–3 years of relevant experience in technical support, device monitoring, or troubleshooting.
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• Education: Degree or diploma in Electronics, Computer Science, Engineering, or related field.
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• Proficient in using diagnostic tools for hardware issue resolution.
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• Basic coding knowledge to assist in troubleshooting processes.
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• Experience working with APIs for data generation and integration.
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• Strong problem-solving and analytical abilities.
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• Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments.
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• Committed to delivering high-quality support to both customers and internal teams.
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• Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting.

Work Preferences

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• Open to working 6 days a week in 9-hour shifts, Night shift only, with shifts starting between 6:00 PM to 10:00 PM on a rotational basis.
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• Candidates must be flexible with organizational requirements, including changes in shifts or work responsibilities as per company needs.

Preferred Skills

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• Experience with medical or healthcare technology.
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• Familiarity with Dozee’s products or similar healthcare monitoring devices.
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• Knowledge of software systems for ticket management and issue tracking.
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• Experience with troubleshooting network-related issues
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• Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems,
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• Good understanding of internet setup, or resolving internet connectivity issue, bluetooth connectivity issue