We are looking for a Technical Support Engineer to be our first dedicated support hire, working US shift hours from our Bengaluru office. You will be the eyes and hands of the engineering team when they are offline, monitoring production systems, triaging issues raised by our customer team, resolving what you can independently, and escalating intelligently when you cannot.

This is not a ticket-closing role. You will dig into data, investigate root causes, query databases, check API responses, and package your findings so clearly that when you do need to page an engineer at 2 AM, they can hit the ground running. Between incidents, you will proactively monitor systems, spot patterns in recurring issues, and build documentation and runbooks that make the whole team more efficient.

What You’ll Work On:

• Triage & Investigation: Review tickets raised by the customer team during US hours. Investigate application, API, and data issues by querying databases, reading logs, and checking monitoring dashboards. Resolve straightforward issues independently.
• Escalation & Coordination: For complex issues, package the investigation clearly — what is broken, what you have checked, what you suspect — and escalate to the right on-call engineer via Slack or calls. Coordinate with the customer team to keep them updated.
• Proactive Monitoring: Monitor production systems, track data quality metrics, and flag anomalies before they become customer-facing issues. You are the early warning system.
• Documentation & Automation: Maintain runbooks, FAQs, and troubleshooting guides. Identify repetitive issues and build lightweight automations (scripts, bots, alerts) to reduce manual toil over time.
• Pattern Recognition: Track recurring issues, analyze trends, and surface insights to the engineering and product teams that help improve product reliability.

Tools & Systems You’ll Work With:

• Databases: PostgreSQL, Elasticsearch (for querying and investigating data issues)
• APIs: REST APIs, Postman (for reproducing and debugging integration issues)
• Monitoring: AWS / Azure dashboards, log monitoring tools
• Ticketing: Jira, Slack (primary communication with customer team and engineering)
• Scripting: Python / SQL (for investigation, reporting, and lightweight automation)

Must Haves:

• 3–5 years of experience in technical support, support engineering, or production support at a product / SaaS company
• Strong SQL skills — you should be comfortable writing queries to investigate data issues, not just running pre-built reports
• Working knowledge of APIs — you can use Postman, read API error responses, and understand HTTP status codes
• Ability to read application logs and trace errors across systems
• Experience with ticketing and monitoring tools (Jira, Zendesk, Datadog, CloudWatch, or similar)
• Strong written communication — you can write a clear root cause summary that an engineer can act on immediately
• Comfortable working US shift hours (evening/night IST) on a sustained basis — this is the default schedule, not a temporary arrangement
• Problem-solving instinct — you investigate before you escalate

Good to Have:

• Basic Python scripting ability — enough to automate repetitive tasks, build simple bots, or parse data
• Experience with AWS or Azure console (navigating CloudWatch, S3, EC2 basics)
• Background in health-tech, AI/ML products, or data-intensive platforms
• Experience building internal documentation, runbooks, or SOPs that reduced team workload
• Exposure to data pipeline monitoring or data quality validation

What We’re Looking For:

• Investigative mindset — you do not just report problems, you dig into them
• Ownership — you are the one responsible during your shift; you take that seriously
• Calm under pressure — when things break at midnight, you stay structured and methodical
• Clear communicator — your escalations are actionable, your updates are concise, your documentation is useful
• Proactive — you do not wait for tickets; you spot issues before they are reported

Why Join Us?

• First support hire: You will define how support works at Triomics — the processes, the tools, the runbooks. This is a greenfield opportunity to build the function from scratch.
• Impact at scale: The systems you monitor and maintain directly power AI workflows that accelerate cancer research and improve patient outcomes at institutions like Memorial Sloan Kettering and Yale Cancer Center.
• Cutting-edge product: Work on a complex, data-intensive platform at the intersection of AI and healthcare — not a generic SaaS dashboard.
• World-class team: Collaborate with top talent across AI, engineering, and product with best-in-industry compensation.
• Culture that ships: Fast-paced, ownership-driven environment with company-sponsored workations (Bali, Sri Lanka, Goa, and more).

Perks & Benefits:

• Lunch provided at the office — one less daily decision
• Flexible working hours — we care about output, not clock-ins
• Comprehensive health insurance for you and your family
• Zomato meal benefits for early starts and late nights