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Dozee

Posted 2 months ago

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Technical Support Specialist

BangaloreRemoteFull-time

AI Summary

Technical Support Specialist provides remote troubleshooting for Dozee device hardware and software, diagnosing issues via diagnostic tools, guiding field staff, and coordinating with engineering and product teams to implement fixes.

About this role

Company Overview : Dozee Health AI is the pioneer in Contactless Remote Patient Monitoring (RPM), proven to drive transformation at scale. Headquartered in Bengaluru, India, Dozee has emerged as India’s no. 1 RPM Company.

We are seeking visionary individuals to help us in this very exciting journey. As a part of our dynamic team, you’ll have the opportunity to collaborate with top healthcare providers in the country, applying AI-powered RPM solutions to tackle some of the most pressing challenges in healthcare - enhancing staff efficiency, improving patient outcomes, and pioneering the next generation of care models

Job Overview:
Dozee is seeking a skilled Technical Support Specialist to join our Technical support team. This role involves assisting field teams with troubleshooting and resolving technical issues (hardware and software) from a remote location. The ideal candidate will leverage diagnostic tools, software systems, and strong problem-solving abilities to identify and resolve technical issues quickly and effectively. If you have a passion for technology, enjoy solving complex problems, and have strong communication skills, this is the role for you!

Responsibilities :

  • Provide remote assistance to field teams to diagnose and troubleshoot hardware/software issues with Dozee devices using Slack, WhatsApp, calls, or email.

  • Use various diagnostic tools and software including but not limited to OpenObserve, Postman, MDM, monitoring tools, and internal dashboards to remotely assess and troubleshoot issues.

  • Work to quickly identify the root cause of and provide effective solutions or guide field teams in implementing temporary fixes until proper resolution can be made.

  • Collaborate with on-field teams, engineering, Hardware and product teams to escalate complex issues and work towards long-term solutions.

  • Analyze device logs, system data, and dashboards to identify potential issues and provide appropriate resolutions.

  • Provide clear and concise instructions to field staff and customers, ensuring they understand the troubleshooting process and solutions.

  • Stay up to date with product updates, troubleshooting techniques, and relevant hardware knowledge to ensure effective support.

  • Provide insights on recurring issues and suggest improvements to enhance the product’s reliability and the efficiency of the support process.

  • Identify root causes of internet and Bluetooth connectivity issues, and troubleshoot in coordination with the client point of contact (POC).

    • Desired Experience:

  • 1–3 years of relevant experience in technical support, device monitoring, or troubleshooting.

  • Education: Degree or diploma in Electronics, Computer Science, Engineering, or related field.

  • Proficient in using diagnostic tools for hardware issue resolution.

  • Basic coding knowledge to assist in troubleshooting processes.

  • Experience working with APIs for data generation and integration.

  • Strong problem-solving and analytical abilities.

  • Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments.

  • Committed to delivering high-quality support to both customers and internal teams.

  • Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting.

    • Work Preferences:

  • Open to working 6 days a week in 9-hour shifts, Night shift only, with shifts starting between 6:00 PM to 10:00 PM on a rotational basis.

  • Candidates must be flexible with organizational requirements, including changes in shifts or work responsibilities as per company needs.

    • Preferred Skills:

  • Experience with medical or healthcare technology.

  • Familiarity with Dozee’s products or similar healthcare monitoring devices.

  • Knowledge of software systems for ticket management and issue tracking.

  • Experience with troubleshooting network-related issues

  • Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems,

  • Good understanding of internet setup, or resolving internet connectivity issue, bluetooth connectivity issue

    • Skills

    Android OSAPI Usage For Data Generation And IntegrationBasic CodingBluetooth ConnectivityCallsDiagnostic Tools For Hardware IssuesEmailEmbedded SystemsInternal DashboardsInternet ConnectivityLinuxMDMMonitoring ToolsNetwork TroubleshootingOpenObservePostmanSlackTicketing/issue-tracking SystemsWhatsApp

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