About this role
Responsibilities
- Analyze field and production issues using reported symptoms, application/system logs, incident patterns, data inconsistencies, and technical dependencies.
- Reproduce issues and perform internal validation to isolate the cause and confirm the behavior.
- Troubleshoot issues across software, hardware, firmware, algorithms, device configuration, connectivity, and user behavior.
- Handle production issues and escalations based on priority and business impact.
- Work closely with QA, Product, Engineering, Hardware, Customer Success, and other teams to investigate issues, validate fixes, and drive them to closure.
- Share field insights with QA and Engineering to identify recurring issues, product gaps, and potential improvements.
- Provide configuration and operational support, including organization-level feature enablement and configuration changes.
- Maintain and improve run-books and debugging guides to help Field and Support teams troubleshoot common issues.
- Proactively coordinate with Field and Remote-Support teams to provide technical guidance and assistance.
- Manage multiple concurrent issues independently, ensuring timely follow-up and closure
- Support India and US teams with a shift schedule of approximately 2 PM–11 PM IST.
Skills
- 1-3 years of experience in Application support and debugging/log analysis/Root cause analysis.
- Good understanding of platform and system architecture, APIs, services, databases, logs, and device-to-cloud workflows.
- Hands-on experience with technical debugging and testing.
- Experience with JIRA and HubSpot is preferred.
- Strong analytical, problem-solving, and troubleshooting skills.
- Good communication and cross-functional coordination skills.
- Ability to work independently, prioritize issues, and drive them to closure
- Experience working with medical devices or healthcare technology.
- Understanding of hardware, firmware, device connectivity, and device troubleshooting.