Technical Support Engineer Level I & Level 2

Designation: Technical Support Engineer Level I & II

Department: Information Technology

Reporting To: Senior Manager IT Management & Security

Location: Pune, On-site

Job Type: Full Time, Permanent

Shift: Mid-day Shift 2:00 PM to 11:00 PM

Role Overview

The Technical Support Engineer Level I

The Technical Support Engineer Level II

Job Responsibilities

• Serve as the key escalation owner for complex technical and system-level issues.
• Conduct deep-dive investigation into product, configuration, workflow, or integration failures.
• Reproduce and validate defects in test environments before escalating to Engineering.
• Analyze logs, API calls, RPA behavior, database inconsistencies, and data workflows to identify root causes.
• Provide advanced guidance, fixes, and technical workarounds when Engineering involvement is not required.
• Escalate verified defects and system issues to Product/Engineering with full supporting evidence (logs, error traces, timestamps, steps to reproduce, and impact context).
• Partner with Product, Engineering, IT, and Business SMEs to drive issue resolution.
• Maintain ownership of escalated tickets till closure with timely updates to stakeholders.
• Act as the technical bridge between Support Level I and product/engineering teams.
• Build and update runbooks, troubleshooting SOPs, FAQs, process flows, and internal documentation.
• Identify recurring/single-point breakdowns and propose product or process enhancements to reduce support effort.
• Mentor Support Level I teams through mini-trainings, RCA walkthroughs, and documentation upgrades.
• Contribute to release notes, known-issues logs, and support readiness assets.
• Validate bug fixes and enhancements delivered by Engineering/Product.
• Support UAT and functional validation for new releases.
• Serve as the key escalation owner for complex technical and system-level issues.
• Conduct deep-dive investigation into product, configuration, workflow, or integration failures.
• Reproduce and validate defects in test environments before escalating to Engineering.
• Analyze logs, API calls, RPA behavior, database inconsistencies, and data workflows to identify root causes.
• Provide advanced guidance, fixes, and technical workarounds when Engineering involvement is not required.
• Escalate verified defects and system issues to Product/Engineering with full supporting evidence (logs, error traces, timestamps, steps to reproduce, and impact context).
• Partner with Product, Engineering, IT, and Business SMEs to drive issue resolution.
• Maintain ownership of escalated tickets till closure with timely updates to stakeholders.
• Act as the technical bridge between Support Level I and product/engineering teams.
• Build and update runbooks, troubleshooting SOPs, FAQs, process flows, and internal documentation.
• Identify recurring/single-point breakdowns and propose product or process enhancements to reduce support effort.
• Mentor Support Level I teams through mini-trainings, RCA walkthroughs, and documentation upgrades.
• Contribute to release notes, known-issues logs, and support readiness assets.
• Validate bug fixes and enhancements delivered by Engineering/Product.
• Support UAT and functional validation for new releases.

Job Requirements

• 35 years of experience in Technical Support, Product Operations, IT Helpdesk, QA, or Software Troubleshooting.
• Strong ability to diagnose complex issues across multiple systems.
• Experience reading and interpreting application logs, system errors, API behaviors, and database inconsistencies.
• Working knowledge of Web Applications, APIs, Integration Workflows, RPA Platforms, Data Pipelines, and Databases.
• Ability to work with global stakeholders and collaborate closely with Product & Engineering teams.
• Excellent multitasking, prioritization, analytical mindset and documentation discipline.
• Strong communication in English with the capability to explain complex technical issues effectively.

Education & Certification Requirements

• Graduate degree in IT, Computer Applications, Engineering, or related fields.
• Minimum 1+ year experience in audited/enterprise support systems, log analysis or defect reproduction is expected within overall experience.

Preferred (Good to Have)

• Exposure to Healthcare domain terminology, Home Health, ICD-10, OASIS.
• Hands-on experience in EMR systems (Epic, WellSky, Home Care Home Base etc.).
• Prior experience supporting enterprise-grade software, automation platforms or RPA frameworks.
• Understanding of Product Development & Release Life Cycles.