Technical Support Engineer

Overview

How to Apply:

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Position: Technical Support Engineer
Location: India (Work from Home)
Working Hours: 6:00 AM to 3:00 PM PST

About the Role

We are seeking a dedicated and highly skilled Technical Support Engineer to join our team. In this role, you will be at the forefront of our technical support operations, ensuring user-reported issues are addressed efficiently and effectively. You will play a critical role in maintaining the reliability and performance of our platform while delivering exceptional support to our users.

Responsibilities and Duties1. Technical Support Leadership

• Act as the primary point of contact for user-reported issues.
• Provide first-level support and ensure timely issue resolution.
• Collaborate with cross-functional teams to resolve complex technical issues and enhance system performance.

2. Issue Management

• Receive and manage issues reported via Proofhub and email.
• Document and track issues accurately to ensure clear communication and follow-up.

3. Issue Triage and Analysis

• Categorize and triage incoming issues based on severity and impact.
• Conduct root cause and technical analysis to identify underlying problems and propose solutions.

4. Bug Fixing and Task Creation

• Resolve minor bugs independently for quick turnaround.
• For major issues, create detailed task tickets for the development team, ensuring all required information is included.

5. User Communication

• Communicate regularly with users through email and Proofhub regarding issue status and resolutions.
• Maintain high customer satisfaction through clear, consistent communication.

6. Monthly Reporting

• Prepare a comprehensive monthly report highlighting:
• Issues encountered
• Resolutions provided
• Ongoing concerns
• Share the report with the manager to support strategic improvements.

Qualifications and Skills

• Minimum 6 years of experience as a Technical Support Engineer.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role, preferably in a software-based environment.
• Strong hands-on experience with:
• Spring Boot, Java, MySQL, Angular, Flutter, and Google Cloud Platform (GCP).
• Familiarity with tools like Jira, GitHub, and Proofhub.
• Experience with CI/CD pipelines (e.g., Jenkins).
• Excellent problem-solving and analytical skills.
• Strong communication skills (written and verbal), with the ability to explain technical issues to non-technical users.
• Ability to work both independently and collaboratively in a fast-paced environment.

Nice to Have

• Experience in the healthcare or medical billing industry.
• Understanding of revenue cycle management and related best practices.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Equivalent practical experience will also be considered.

Job Type: Contractual / Temporary
Contract length: 3 months

Pay: ₹120,000.00 - ₹130,000.00 per month

Shift:

• Night shift

Work Days:

• Monday to Friday

Experience:

• Java: 8 years (Required)

Work Location: Remote