Production Support Engineer

Konovo is a global healthcare intelligence company on a mission to transform research through technology- enabling faster, better, connected insights. 

Konovo provides healthcare organisations with access to over 2 million healthcare professionals—the largest network of its kind globally. With a workforce of over 200 employees across 5 countries: India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States, we collaborate to support some of the most prominent names in healthcare. Our customers include over 300 global pharmaceutical companies, medical device manufacturers, research agencies, and consultancy firms. 

We are seeking an experienced Production Support Engineer to join our growing India-based engineering team working a night shift to support U.S. business hours. This role is critical to ensuring the stability and performance of our technology platform, which enables life sciences companies to transform healthcare data into actionable insights.

As Production Support Engineer you work in a dynamic, cross-functional environment supporting complex applications built in with Agile methodologies on modern technologies like React, Next.js, and Scala. In this role you will be a founding member of our production support team, building processes, establishing trust with customers as you resolve their pain points, and helping to unlock great revenue growth through customer issue resolution. If you have 5+ years of experience in healthcare, life sciences, or market research, and a passion for scaling impactful products, we highly encourage you to apply.

We’re excited to meet experienced Product Support Engineers who are energized by supporting top global life sciences customers in achieving their market research goals, while partnering closing with an exceptional global engineering team and building scalable customer centric processes!

How You’ll Make an Impact

Production Issue Investigation & Debugging

• Proactively investigate, triage, and debug production issues by analyzing application behaviour across JavaScript, React, Next.js, and Java or Scala codebases.
• Partner closely with global engineering teams to identify root causes and deploy fixes in a timely and efficient manner.
• Leverage or build domain knowledge in healthcare market research, clinical data, or life sciences operations to assess and prioritize support issues with business impact in mind.
• Monitor system logs, performance metrics, and alerting tools to detect anomalies or outages.
• Conduct detailed root cause analyses and document insights to prevent future recurrence.
• Use MySQL and related tools to support investigations, resolve data integrity issues, and validate platform behaviour.
• Understand schema relationships and business rules relevant to our healthcare-focused data systems.

Cross-Functional Communication

• Collaborate effectively with QA, Development, DevOps, and Product teams across geographies increasing customer satisfaction.
• Serve as a bridge between technical engineering and non-technical business stakeholders to help increase the speed with which issues are resolved.
• Maintain internal knowledge bases of recurring issues, known fixes, and troubleshooting playbooks.
• Identify opportunities for automation, tooling, and process enhancements to improve support efficiency.

Bug Management & Workflow Coordination

• Raise bugs following clearly defined standards with detailed reproduction steps, logs, and context.
• Coordinate with QA and development teams to manage issues through the full lifecycle in Jira.

What We’re Looking For

• 5+ years of experience in production support, application monitoring, or technical troubleshooting in a fast-paced environment.
• Ability to work U.S. time zones full time.
• Prior experience in healthcare, life sciences, or market research technology environments is good to have.
• Strong interpersonal skills with a passion for cross-functional teamwork.
• Excellent written and verbal communication skills.
• Demonstrated experience with:
• Debugging modern front-end and back-end applications (React, Next.js, Scala)
• Log analysis and observability tools (e.g., CloudWatch, Datadog, ELK)
• Working with MySQL or other relational databases
• Agile methodologies, Jira, and Confluence
• Distributed systems and microservices-based architectures
• Bachelor’s or master’s degree in computer science, Information Technology, a related field or relevant experience.

Our Tech Stack

• Languages

  : JavaScript, Java or Scala, Python (bonus for multi-language proficiency)

• Database

  : MySQL, NoSQL (MongoDB preferred)

• Tools

  : Jira, Confluence, Git, CI/CD platforms, observability/monitoring tools

• Cloud

  : AWS (preferred), experience in a SaaS product environment is a plus

Why Join Konovo?

• Be part of a mission-driven organisation that is empowering life science researchers and data scientists with the broadest ecosystem of healthcare audiences and an intelligent, AI-enabled platform — so insights aren't just collected, they're connected. 
• Join a fast-growing global team with opportunities for professional growth and advancement with openings available during traditional and non-traditional business hours.
• Enjoy a collaborative and hybrid work environment that fosters innovation and flexibility. 
• Experience a workplace that puts employees first, offering a workplace designed for growth, well-being, and balance.  
• Become a part of an organisation that prioritizes your well-being with comprehensive benefits, including group medical coverage, accident insurance, and a robust leave policy. Our employee-centric policies ensure a rewarding and fulfilling work experience. 
• Make a real-world impact by helping healthcare organisations innovate faster.

This is just the beginning of what we can accomplish together. Join us at Konovo and help shape the future of healthcare technology! 

Apply now to be part of our journey.