Application Support Engineer

Application Support Engineer - JD

(Bangalore/Mumbai - Hybrid)

About Us:

Augnitoisthe next gen Voice AI powering the healthcare industry.Augnito empowers medical professionals and streamlined clinical workflows with cloud-based, AI speech recognition that offers ergonomic data entry with 99% accuracy, without the need for voice profile training, from any device, anywhere.

From the outset, Augnito was built in close partnership with clinicians, using human-centered design, to create an AI natural language processing engine to fit your needs not the other way around. As a result, Augnito offers excellent support for a wide variety of clinical vocabulary and workflows and can halve your clinical reporting and admin time, increase revenue, prevent physician burnout, eliminate transcription waiting delays, and enable you to focus your energy on patient care not documentation. Augnito is currently deployed at 300+ hospitals and health systems and has a growing presence in 20+ countries, including the US, UK and Canada

About the role:

The responsibilities include resolving customer's technical queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust. You should also be familiar with technical service help desk.

Responsibilities:

• Act as the first line of support (L1 & L2) by effectively addressing incidents and inquiries reported via Freshdesk, phone, email, and chat.
• Diagnose customer issues by analyzing inquiries, reviewing past resolutions, and providing accurate, timely solutions.
• Maintain and update runbooks with newly identified solutions to enhance the knowledge base.
• Serve as the primary contact point for customers requiring technical assistance, ensuring professional and empathetic communication.
• Drive production incidents to resolution while collaborating with engineering teams, and prepare detailed root cause analysis (RCA) reports.
• Assist customers with account setup, onboarding, and system installations.
• Deliver clear, step-by-step technical guidance to resolve a variety of customer issues.
• Track, prioritize, and follow up on customer queries, escalating critical issues to engineering when necessary.
• Ensure consistent, prompt feedback and proactive communication with customers throughout the resolution process.

Requirements:

• Bachelor's degree in IT, Computer Science, Engineering, or a related field.
• 4+ years of application support experience, preferably within the healthcare or health-tech domain.
• Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills, with strong email etiquette and customer service orientation.
• Ability to work independently, take initiative, and adapt to fast-paced, dynamic environments.
• Familiarity with incident management tools (e.g., Freshdesk, Jira, ServiceNow) is a plus.
• Knowledge of healthcare IT systems, AI/ML applications in healthcare, or regulatory standards (e.g., HIPAA) is desirable.