Technical Support Executive

Graph AI; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Graph AI is seeking a proactive Technical Support Executive to provide functional and technical support for Pharmacovigilance and Drug Safety solutions. You will assist customers with system issues, troubleshoot enterprise applications in healthcare, and coordinate with internal teams to ensure satisfaction.

The role covers customer support, incident handling, technical troubleshooting, and compliance with data privacy and life sciences guidelines.

Qualifications

• Strong troubleshooting and analytical skills.
• Experience in software application support.
• Knowledge of ticketing and incident management systems.
• Understanding of databases and SQL queries.
• Familiarity with Windows-based environments and web applications.
• Excellent communication and customer-handling skills.

Responsibilities

• Provide first- and second-level technical support to customers.
• Respond to queries via email, tickets, phone, and meetings.
• Troubleshoot and resolve application-related issues within SLAs.
• Monitor support queues and ensure timely incident resolution.
• Escalate complex issues to Product/Dev/QA/Infra teams as needed.
• Support pharmacovigilance applications and case processing workflows.
• Perform root cause analysis for recurring issues.
• Log, track, and manage incidents in the ticketing system.
• Document resolution steps and maintain support records.
• Coordinate with development and infrastructure teams for fixes.
• Validate fixes before deployment and support upgrades.

Skills

Troubleshooting

Customer support

SQL queries

Incident management

Communication skills

Pharmacovigilance knowledge

Education

Bachelor's in Computer Science/IT

Tools

SQL Server

Oracle DB

APIs

Ticketing systems

Job description

We are seeking a proactive and customer-focused Technical Support Executive to provide functional and technical support for our Pharmacovigilance and Drug Safety solutions. The role involves assisting customers with system issues, troubleshooting application-related concerns, analysing incidents, coordinating with internal teams, and ensuring a high level of customer satisfaction. The ideal candidate should possess a strong understanding of software applications, excellent problem-solving abilities, and experience supporting enterprise applications in a healthcare, life sciences, or pharmacovigilance environment.

The candidate will have responsibilities across the following functions:

Customer and Product Support:

• Provide first-level and second-level technical support to customers.
• Respond to customer queries through email, ticketing systems, phone, and virtual meetings.
• Troubleshoot and resolve application-related issues within defined SLAs.
• Monitor support queues and ensure timely resolution of customer incidents.
• Escalate complex issues to Product, Development, QA, or Infrastructure teams as required.

Pharmacovigilance Application Support:

• Support users of pharmacovigilance and drug safety applications.
• Assist customers with case processing, workflows, user access, system configurations, and reporting-related issues.
• Understand customer business processes and provide appropriate functional guidance.
• Perform root cause analysis for recurring application issues.

Incident and Problem Management:

• Log, track, and manage incidents using the support ticketing system.
• Document issue resolution steps and maintain support records.
• Monitor recurring issues and recommend preventive actions.
• Participate in severity-based incident management activities.

Technical Troubleshooting:

• Analyse application logs and error reports.
• Coordinate with development and infrastructure teams for issue resolution.
• Assist in validating fixes before deployment to customers.
• Support product upgrades, releases, and maintenance activities.

Customer Communication:

• Provide timely updates to customers regarding issue status.
• Conduct customer troubleshooting sessions and follow-ups.
• Prepare support documentation, FAQs, and knowledge base articles.
• Maintain a professional and customer-centric approach in all interactions.

Quality and Compliance:

• Adhere to company quality processes and support procedures.
• Follow data privacy and information security guidelines.
• Support compliance requirements relevant to life sciences and pharmacovigilance customers.

Requirements:

• Strong troubleshooting and analytical skills.
• Experience in software application support.
• Knowledge of ticketing and incident management systems.
• Understanding of databases and SQL queries.
• Familiarity with Windows-based environments and web applications.
• Excellent communication and customer-handling skills.
• Ability to prioritise and manage multiple customer issues simultaneously.
• Strong documentation and reporting skills.

Preferred Skills:

• Experience supporting Pharmacovigilance, Drug Safety, Clinical, or Life Sciences applications.
• Understanding of adverse event reporting and pharmacovigilance workflows.
• Exposure to SaaS-based products and cloud applications.
• Basic knowledge of APIs, integrations, and application logs.
• Experience with Microsoft SQL Server or Oracle databases.
• Familiarity with GxP-regulated environments.