At Alyve Health, we are building a digital health ecosystem which helps our members achieve outcomes. This is an opportunity to be a part of the team and work with seniors and founders who come from excellent professional pedigrees. More importantly, this is an opportunity to significantly impact our members’ lives.

In our prospective hires, we are not only looking for technical skills but also a culture fit. Everything we do is targeted at improving the health outcomes of our customers – we are obsessed with this one thing, and it guides all our decision-making. We have no “pyramids” – If you join us, you will be trusted with the same information and degree of freedom that our founders have. We are a team of do-ers and creators. Finally, we take a lot of pride in having the courage to do things which perhaps nobody else would have done in the past; we look to innovate every minute of every day and decide boldly as well as quickly.

Job Description:

• Provide technical support and assistance to customers and the L1 Team.
• Diagnose and troubleshoot technical issues related to the application systems.
• Research, analyse, and resolve complex technical problems independently or with assistance from senior engineers.
• Escalate unresolved issues to the appropriate teams or personnel for further investigation and resolution.
• Document support processes, procedures, and troubleshooting steps for future reference.
• Collaborate with other support engineers and teams to resolve customer issues and improve support processes.
• Stay updated with product knowledge, new technologies, and industry trends to provide effective support.
• Participate in on-call rotations and provide after-hours support when required.
• Identify recurring technical issues and work with development teams to implement permanent solutions.
• Communicate effectively with customers to provide status updates, gather additional information, and ensure customer satisfaction.

Requirements:

• Eager to contribute to engineering support initiatives with a keen interest in technical problem-solving and a solid grasp of support workflows.
• Required experience – 0 – 2 years
• Strong troubleshooting and problem-solving skills with the ability to analyse complex technical issues.
• Experience with ticketing systems (e.g. Jira, Zoho, etc.) and remote support tools.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical and technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Customer-oriented mindset with a focus on delivering high-quality support services.
• Experience with scripting languages (e.g., Python, PHP) and SQL databases.