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.

Skills

• 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.