Technical Support Specialist

blueBriX; Ernakulam; On-site; INR 450,000 - 600,000; Full time

Job summary

blueBriX is seeking a Technical Support Specialist to act as the first and second line of defense for healthcare organizations relying on our EHR platform. You will own the full lifecycle of incidents, from initial triage to deeper technical investigation, working directly with clinicians and admins across multiple continents.

You will collaborate with product, engineering, and implementation teams to surface recurring issues, drive improvements, and ensure clients derive maximum value from the

Qualifications

• 2-4 years of hands-on experience in technical support covering L1 and L2 in SaaS or software products.
• Proficiency with ticketing and support platforms such as Freshdesk, Zendesk, Jira Service Management, or equivalent.
• Solid understanding of web application troubleshooting including browser console errors, network requests, API response codes, and session/cache issues.
• Working knowledge of SQL for querying databases to investigate data-related support issues.
• Strong written and verbal communication skills in English to communicate with clients and internal teams daily.
• Ability to read and interpret application logs to identify error patterns and root causes.
• Experience with SLA-driven support models and ticket prioritization frameworks (P1-P4).
• Openness to work in shifts across a 24/7 setup.

Responsibilities

• Own the full lifecycle of support incidents from triage to resolution at L1 and L2 levels.
• Work directly with clinical and administrative users to translate complex technical issues into clear, actionable solutions.
• Collaborate with product, engineering, and implementation teams to surface recurring issues and influence platform improvements.
• Provide timely, accurate communication to clients and internal teams; help improve knowledge bases and processes.

Skills

L1/L2 support in SaaS environments

Web application troubleshooting

SQL querying

English communication

Log interpretation

SLA adherence

24/7 shift readiness

Tools

Freshdesk

Zendesk

Jira Service Management

Job description

As a Technical Support Specialist at blueBriX, you will be the first and second line of defense for healthcare organizations that depend on our EHR platform to deliver patient care every single day. This is not a passive ticket-closing role - you will own the full lifecycle of support incidents, from initial triage and diagnosis at the L1 layer through to deeper technical investigation and resolution at L2. You will work directly with clinical and administrative users, understand the nuances of healthcare workflows, and translate complex technical issues into clear, actionable solutions.

What makes this role distinct is the environment you will operate in. Healthcare software is mission-critical - when something breaks, real patient care is affected. You will be working at the intersection of technology and healthcare delivery, collaborating closely with product, engineering, and implementation teams to surface recurring issues, influence platform improvements, and ensure clients get the most out of the blueBriX ecosystem. Your ability to communicate clearly, think methodically, and act quickly will directly shape the experience of healthcare providers serving patients across four continents.

Your work will be the reason our clients trust blueBriX - not just as a software vendor, but as a long-term partner in their care delivery journey.

What We're Looking For

The Role

As a Technical Support Specialist at blueBriX, you will be the first and second line of defense for healthcare organizations that depend on our EHR platform to deliver patient care every single day. This is not a passive ticket-closing role - you will own the full lifecycle of support incidents, from initial triage and diagnosis at the L1 layer through to deeper technical investigation and resolution at L2. You will work directly with clinical and administrative users, understand the nuances of healthcare workflows, and translate complex technical issues into clear, actionable solutions.

What makes this role distinct is the environment you will operate in. Healthcare software is mission-critical - when something breaks, real patient care is affected. You will be working at the intersection of technology and healthcare delivery, collaborating closely with product, engineering, and implementation teams to surface recurring issues, influence platform improvements, and ensure clients get the most out of the blueBriX ecosystem. Your ability to communicate clearly, think methodically, and act quickly will directly shape the experience of healthcare providers serving patients across four continents.

Your work will be the reason our clients trust blueBriX - not just as a software vendor, but as a long-term partner in their care delivery journey.

What We're Looking For

Must-Have

• 2-4 years of hands-on experience in technical support roles covering both L1 and L2 functions in a SaaS or software product environment.
• Proficiency with ticketing and support platforms such as Freshdesk, Zendesk, Jira Service Management, or equivalent tools.
• Solid understanding of web application troubleshooting - including browser console errors, network requests, API response codes, and session/cache issues.
• Working knowledge of SQL for querying databases to investigate data-related support issues.
• Strong written and verbal communication skills in English - you will be writing to clients and internal teams daily, and clarity is non-negotiable.
• Demonstrated ability to read and interpret application logs to identify error patterns and root causes.
• Experience working with SLA-driven support models and a clear understanding of ticket prioritization frameworks (P1-P4 or equivalent).
• Openness to work in shifts across a 24/7 setup.

Good to Have

• Exposure to healthcare IT environments - familiarity with EHR/EMR platforms, HL7, FHIR, or healthcare workflows is a strong advantage.
• Basic scripting knowledge (Python, Bash, or similar) for automating repetitive support tasks or log analysis.
• Experience supporting multi-tenant SaaS platforms with complex client-specific configurations.
• Familiarity with remote desktop and screen-sharing tools used for live troubleshooting sessions with end users.
• Exposure to agile or product development environments where support teams collaborate directly with engineering on bug triage and release validation.

What Makes This Role Unique

• Real-World Healthcare Impact - The issues you resolve are not abstract software bugs - they affect clinicians, care coordinators, and patients. Your technical competence has a direct downstream impact on healthcare delivery.
• L1 to L2 Ownership in One Role - Rather than being siloed into a single support tier, you will develop depth across both layers - building a technical range that accelerates your growth into senior support, implementation, or even product roles.
• Direct Access to Product & Engineering - You will not be passing tickets into a black hole. At blueBriX, support is treated as a first-class function - your field insights influence product decisions and you will work shoulder-to-shoulder with engineers on critical issues.
• Global Client Exposure from Day One - You will support healthcare organizations across multiple countries and care settings, giving you a breadth of client exposure that is rare in a single support role.
• A Team That Takes Quality Seriously - blueBriX's support culture is built on precision, accountability, and continuous improvement - not just ticket volume. Your contribution to the knowledge base and process quality will be recognized and rewarded.