Technical Support Engineer

The Technical Support Engineer will be responsible for providing technical assistance, troubleshooting, and solutions to clients and internal teams. The role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities:

• Diagnose, troubleshoot, and resolve complex technical issues reported by pharma/life sciences customers using Voice AI based solutions
• Acting as L2 support engineer, maintain and scale enterprise software products, ensuring high availability and performance
• Collaborate with Operations teams (L1 support) to validate and triage customer-reported issues
• Partner with Customer Enablement/Implementation team members, and Customer Success Managers
• Escalate to and work with engineering teams acting as L3 (Data Science, Backend, Frontend, Infra) to identify root causes and implement fixes
• Participate in client-facing daily and weekly support calls
• Debug Python code and contribute to code fixes to address customer-reported bugs
• Document troubleshooting steps and solutions for knowledge sharing and future reference, including creating documentation for L1 support.
• Participate in on-call rotations to provide timely support for critical L2 escalations
• Focus primarily on bug fixes initially, and implementing new stories and features in the future
• Contribute to improving team processes and initiatives related to support and issue resolution
• Become Subject Matter Experts at learning Infinitus products, features, configurations and settings
• Align with company values: Customer Obsessed; Optimistic; Disagree+Commit; Engage Employees; See, Say, Do

Minimum Requirements:

• 4-6 years of hands-on engineering or support engineering experience, with demonstrated growth
• Experience in supporting and troubleshooting APIs for seamless integration of backend services
• Experience of working with LLMs, prompt engineering and RAG (retrieval augmented generation) techniques
• Experience of working with and debugging JSON payloads dynamically based on task inputs, outputs, and rules driven framework
• Experience working with healthcare customers, particularly in the pharma/life sciences industry
• Proven experience in supporting scalable, robust backend systems, acting as L2 support
• Expertise in python with a focus on backend development and debugging
• Curiosity about machine learning concepts and their impact on support requirements
• Hands-on experience with cloud services like AWS or Google Cloud in a support capacity
• Knowledge of database technologies, both SQL and NoSQL
• Ability to communicate effectively with both technical and non-technical stakeholders