2h ago

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Systems Support Engineer

IndiaRemoteFull-timemid

Customer SupportSupport Engineer

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Quick Summary

Requirements Summary

Identify opportunities to improve monitoring effectiveness, incident resolution processes, operational efficiency, and overall customer satisfaction.

Technical Tools

Customer SupportSupport Engineer

We are seeking a customer-focused Systems Support Engineer to join a dynamic operations and client services team supporting critical healthcare technology applications. In this role, you will contribute to a 24/7 support environment, ensuring application stability, infrastructure reliability, and consistent service delivery. You will handle Level 1 technical troubleshooting, monitor application performance, investigate incidents, and coordinate with development teams to resolve technical issues. Working closely with international clients and internal stakeholders, you will help deliver an excellent customer experience through proactive communication and efficient issue management. You will also contribute to operational reporting, technical documentation, and continuous service improvements. This is an excellent opportunity to strengthen your technical expertise while working with enterprise applications and supporting technology that contributes to better healthcare outcomes.

Application and Infrastructure Support: Provide Level 1 analysis, troubleshooting, and resolution of application and infrastructure incidents within a 24/7 operational environment, ensuring timely and consistent service delivery across rotational shifts.

Monitoring and Incident Management: Proactively monitor application and infrastructure performance, investigate alerts, identify potential service disruptions, and take appropriate action to minimize operational impact.

Technical Investigation and Escalation: Collect and analyze application logs, investigate technical issues, and escalate complex incidents to development teams with clear documentation, supporting evidence, and relevant troubleshooting context.

Client Experience and Communication: Deliver high-quality client support by tracking open incidents, coordinating responses, providing timely updates, and helping customers resolve technical problems efficiently.

Application Performance Reviews: Conduct recording reviews to evaluate application behavior, assess user experience, identify performance concerns, and understand the impact of incidents on service delivery.

Issue and Bug Resolution: Identify recurring application issues and support remediation initiatives, coordinating with relevant technical teams to ensure bugs and incidents are tracked through to resolution.

Knowledge and Documentation Management: Maintain accurate records of known issues, troubleshooting procedures, and resolutions. Develop and update technical documentation, operational guidelines, and support procedures.

Reporting and Client Presentations: Prepare and contribute to weekly and monthly client performance reviews, operational updates, progress reports, and presentations using relevant reporting tools.

Stakeholder Coordination: Participate in daily and weekly technical discussions, operational reviews, and leadership meetings, ensuring stakeholders remain informed about incident status, progress, and outstanding actions.

Team Collaboration: Build strong professional relationships with customers and colleagues while following established operational procedures, client requirements, and internal service standards.

Continuous Service Improvement: Identify opportunities to improve monitoring effectiveness, incident resolution processes, operational efficiency, and overall customer satisfaction.

Requirements

~2 min read

3–4 years of professional experience in proactive technical support, application support, infrastructure monitoring, or systems operations.

Familiarity with Global Command Center (GCC), Service Desk, Network Operations Center (NOC), or frontline monitoring environments.

Experience working with application and infrastructure monitoring tools and solutions.

Practical knowledge of Windows Server environments and .NET-based application support.

Experience supporting Microsoft Internet Information Services (IIS), including worker processes, Web.config files, and Windows Event Logs.

Basic understanding of networking concepts, infrastructure troubleshooting, and Azure Monitoring.

Intermediate SQL skills, including writing queries, managing SQL Jobs, investigating database blocking scenarios, and understanding Always On configurations.

Experience using IT Service Management (ITSM) platforms such as ServiceNow or equivalent service desk solutions.

Basic understanding of ITIL frameworks and IT service management practices. ITIL V3 Foundation certification is an advantage.

Ability to prepare and present operational data using Power BI, Microsoft Excel pivot tables, charts, and reporting tools.

Strong written and verbal English communication skills, with the ability to interact professionally with international customers and stakeholders.

Previous experience supporting clients or technical operations in the United States or Europe is preferred.

Exposure to healthcare applications, clinical systems, or patient care environments is an added advantage.

Familiarity with Microsoft Azure cloud environments is desirable.

Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.

Relevant IT or technical certifications are considered a plus.

Excellent analytical, troubleshooting, and problem-solving abilities, with strong attention to detail.

Strong interpersonal and communication skills, with a customer-first mindset and the ability to manage multiple support requests effectively.

Willingness to work rotational shifts and contribute to a 24/7 operational support environment.

Ability to follow established team, account, security, and client policies and procedures consistently.

What We Offer

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Employment type: Full-time opportunity.

Work arrangement: Remote position based in India, with the listed location covering Pune and Baroda.

Career development: Opportunity to strengthen technical expertise in enterprise application support, infrastructure monitoring, and systems operations.

Healthcare technology exposure: Work with applications and platforms supporting healthcare professionals and patient care environments.

International collaboration: Gain experience working with global clients and cross-functional technical teams.

Technical learning: Exposure to Windows Server, .NET applications, IIS, SQL Server, Azure Monitoring, and enterprise ITSM tools.

Professional development: Opportunity to build knowledge of ITIL practices, incident management, application monitoring, and service delivery.

Collaborative environment: Work alongside experienced technical professionals in a structured operations and client services team.

Customer-facing experience: Develop valuable communication, stakeholder management, and international client support skills.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1

✓Employment type: Full-time opportunity.

✓Work arrangement: Remote position based in India, with the listed location covering Pune and Baroda.

✓Career development: Opportunity to strengthen technical expertise in enterprise application support, infrastructure monitoring, and systems operations.

✓Healthcare technology exposure: Work with applications and platforms supporting healthcare professionals and patient care environments.

✓International collaboration: Gain experience working with global clients and cross-functional technical teams.

✓Technical learning: Exposure to Windows Server, .NET applications, IIS, SQL Server, Azure Monitoring, and enterprise ITSM tools.

✓Professional development: Opportunity to build knowledge of ITIL practices, incident management, application monitoring, and service delivery.

✓Collaborative environment: Work alongside experienced technical professionals in a structured operations and client services team.

✓Customer-facing experience: Develop valuable communication, stakeholder management, and international client support skills.