Technical Support Engineer

Turtle Shell Technologies Private Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Turtle Shell Technologies Private Limited in Bengaluru is seeking a Technical Support Engineer to analyze and troubleshoot issues raised through field and engineering support tickets. You will investigate causes and work towards resolution.

The role requires 1–3 years in application support, experience with logs, APIs, and device-to-cloud workflows, and the ability to coordinate with QA, Product, Engineering, Hardware, and Customer Success teams.

Qualifications

• 1–3 years of experience in application support and debugging/log analysis.
• Strong understanding of platform architecture, APIs, services, databases, and logs.
• Hands-on debugging and testing experience.
• Experience with JIRA and HubSpot preferred.
• Experience with medical devices or healthcare technology is a plus.

Responsibilities

• Analyze field and production issues using logs and symptoms.
• Reproduce issues and validate to isolate root cause.
• Troubleshoot software, hardware, firmware, and device configuration issues.
• Handle production issues and escalations by priority and impact.
• Collaborate with QA, Product, Engineering, Hardware, and Customer Success teams.
• Share insights to identify recurring issues and product gaps.
• Provide configuration and operational support including feature enablement.
• Maintain run-books and debugging guides for field support.
• Coordinate with Field and Remote-Support teams for guidance.
• Manage multiple concurrent issues with timely follow-up and closure.
• Support India and US teams with a shift schedule of approx 2 PM–11 PM IST.

Skills

Application support

Debugging

Root-cause analysis

APIs

Logs & data analysis

JIRA

HubSpot

Healthcare tech

Tools

JIRA

HubSpot

Job description

Role Overview :

We are hiring for a Technical Support Engineer who would be playing a crucial role in Analyzing and troubleshooting technical issues raised through field and Engineering support tickets.

He/she would be investigating issues, identifying the root cause or probable reason, and drive them towards resolution.

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.