Senior Executive - Android Application/Mobile App Support

Piramal Swasthya; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Piramal Swasthya is seeking an experienced L2 Support engineer to diagnose and resolve issues across Android apps, APIs, and network calls. You will support deployments, maintain runbooks, and provide user training, ensuring SLAs are met and issues are escalated to development when needed.

The role requires strong analytical skills, ability to work with QA and infrastructure teams, and experience with logging, crash analytics, and CI/CD related to mobile health applications.

Qualifications

• Strong understanding of Android apps, APIs, and network calls (REST/JSON).
• Ability to analyze logs, crashes, and errors to identify root causes.
• Experience in handling L2 support tickets and escalating to dev teams as needed.
• Basic knowledge of deployment workflows (builds, patches, releases).
• Good communication skills for coordination with internal teams, vendors, and clients.
• Ability to work independently and within a team.

Responsibilities

• Own and resolve L2 support tickets end to end with diagnostic details.
• Diagnose issues across network calls, APIs, app performance, and device/OS behavior.
• Support deployments, builds, patches, and upgrades across dev, staging, and production environments.
• Track deployment status, open issues, and resolutions to stakeholders.
• Work closely with QA and development during releases and production rollouts.
• Maintain deployment runbooks and troubleshooting docs updated after every release.
• Deliver basic application training and refresher sessions for field users.

Skills

Android apps

APIs

REST/JSON

Log analysis

L2 support

Deployment workflows

SQL basics

Communication skills

Tools

Postman

Firebase Crashlytics

Android Studio logs

JIRA

Job description

Role & responsibilities

• Own and resolve L2 support tickets end to end, escalating to development teams with complete diagnostic details when a fix is beyond L2 scope
• Diagnose application issues across network calls, APIs, app performance, and device / OS behavior
• Support application deployments builds, patches, and upgrades across development, staging, and production environments
• Track, document, and report deployment status, open issues, and resolutions to stakeholders
• Work closely with QA and development teams during releases, regression cycles, and production rollouts
• Maintain deployment runbooks and troubleshooting documentation, keeping them current after every release
• Deliver basic application training, handholding, and refresher sessions for field users as required
• Meet agreed SLAs for first response, resolution, and service restoration times
• Contribute to root cause analysis and continuous improvement of support processes, tooling, and the knowledge base
• Drive all technical and functional issues through to closure, retaining ownership until the requester confirms resolution
• Act as the second line of support for all issues escalated by the L1 team, including triage, prioritization, and reassignment
• Carry out diagnostics / recce activities, deployments, and application training and handholding for health staff at facilities.
• Perform diagnosis, investigation, and resolution in coordination with business users, application owners, and infrastructure support teams
• Assist with ongoing support of internal applications and the supporting infrastructure
• Perform package installations and upgrades across environments, deploy patches in multiple environments, and track each deployment to completion.
• Handle support cases and service requests received via the ticketing tool, e-mail, telephone, and in person
• Ensure client systems remain fully operational and that any loss of service is restored in a timely and efficient manner
• Provide a high level of service to stakeholders and adhere to the defined SLAs for response and restoration times
• Perform problem determination, workaround identification, root cause analysis, and major incident management
• Deploy service releases, patches, change requests, and customizations as per the approved release plan
• Ensure solution and application support documentation is maintained to the highest standard of quality and accuracy
• Perform basic SQL Server administration for supported applications SQL backups, schedulers, and service monitoring
• Provide regular knowledge-sharing and training sessions to the support team, including L1 upskilling
• Apply strong analytical and problem-solving skills to recurring, complex, and high-priority issues

Remain flexible on working hours – responsibilities may require occasional evening, weekend, and on-call support during releases or critical incidents

Preferred candidate profile

Must Have:

• Strong understanding of Android applications, APIs, and network calls (REST/JSON)
• Ability to analyze logs, crashes, and errors to identify root causes
• Experience in handling L2 support tickets and escalating to dev teams as needed
• Basic knowledge of deployment workflows (builds, patches, releases)
• Good communication skills for coordination with internal teams, vendors, and clients
• Ability to work independently and within a team

Good to Have:

• Experience with tools like Postman, Android Studio logs, Firebase Crashlytics
• Familiarity with CI/CD pipelines for mobile app releases
• Understanding of SQL basics for troubleshooting backend data issues
• Knowledge of healthcare or health-tech systems (preferred but not mandatory)

Optional:

• Familiarity with Agile methodology and tools like JIRA.

Experience with API testing, databases, SQL, data analysis, or programming languages.