Non Voice Technical Support

Role Overview:

• This role is responsible for owning the technical support experience while driving high-quality, polished interactions with our customers.
• You will act as a trusted technical advisor and the primary bridge between our Gravity platform users (imaging center managers, physicians, administrative staff) and our internal Engineering and Product teams.
• You will ensure that customer issues are handled end-to-end, technical complexities are translated into clear solutions, and proactive measures are taken to build out our knowledge infrastructure.

Work Schedule:

• This is a 100% in-office position in our Bengaluru office.
• You will work during US business hours (night shift) to support our core North American client base, with a designated partial overlap with the India-based engineering and product teams to ensure seamless handovers and cross-functional collaboration.

Key Responsibilities:

• Polished Customer Communication & Solution Delivery
  • Serve as the primary technical point of contact for US-based healthcare clients, engaging them with polished, empathetic, and professional communication across phone, email, and video calls.
  • Translate complex technical jargon into clear, actionable advice for non-technical users, ensuring they feel supported and confident.
  • Actively listen to customer workflows and pain points, leveraging your deep product knowledge to suggest best practices and optimized solutions using the Gravity suite.
  • Build and maintain trusted relationships with customer stakeholders, ensuring they achieve their intended business value.
• In-Depth Technical Troubleshooting & Collaboration
  • Take ownership of customer-reported technical issues from identification to resolution.
  • Develop a masterful, under-the-hood understanding of the Gravity AI platform and its integrations with various RIS and EMR systems.
  • Analyze system behavior, API responses (REST/GraphQL), databases (SQL), mirth HL7 events and logs to understand and resolve root causes.
  • Utilize your overlap hours to collaborate closely with the India team, translating customer issues into clear, actionable problem statements for Engineering and Product.
  • Validate fixes and ensure solutions fully address the original customer concern before closing the loop.
• Knowledge Base Construction & Issue Deflection
  • Take extreme ownership of our internal and external Knowledge Base (KB).
  • Systematically identify recurring customer questions and technical issues to avoid repeat instances of the same problem.
  • Transform resolutions into comprehensive, easy-to-understand articles, FAQs, and troubleshooting guides.
  • Build out a self-service ecosystem that empowers customers to find answers independently, driving down ticket volumes.
  • Conduct internal training sessions for Customer Success and Sales teams based on insights gathered from support trends.

Requirements:

• 5+ years of experience in a technical, customer-facing role such as Technical Support, Application Support, or Technical Customer Success, preferably within B2B SaaS.
• Exceptional written and verbal communication skills. You must be comfortable and highly polished when speaking with healthcare executives and clinical managers in the US market.
• Strong technical aptitude and ability to review technical information (logs, configurations, API responses, database queries) to support problem analysis.
• 2+ years of experience with writing transformations and managing mirth connect or similar HL7 engine.
• Proven experience writing technical documentation and maintaining a Knowledge Base (via Zendesk, Confluence, etc.) to drive issue deflection.
• Proven ability to own outcomes, manage escalations, and drive issues to completion.
• Readiness for the Schedule: Willingness and ability to work night shifts from our Bengaluru office to align with US business hours, while effectively managing cross-time-zone collaboration.
• Experience in Healthcare Tech, Radiology workflows, RIS/PACS, or FHIR integrations is a massive plus.