Senior Customer Support Engineer

4 weeks ago

Bengaluru, India Pramana Full time

About Pramana:


Pramana, Inc., a health-tech company founded by nference, enables digital transformation for next-generation pathology at medical centers, pathology labs, and biorepositories. Pramana offers a first-in-class Digital Pathology as a Service (DPaaS) solution by providing a turnkey service with cutting-edge whole slide imaging systems and a scalable software platform for clinical workflows. Pramana is a gateway for pathologists to utilize AI-enabled decision support. The company is headquartered in Cambridge, Mass., and backed by Matrix Capital Management Company, L.P., a global leader in customized investment solutions, and NTTVC, a leading firm backing diverse founders within the technology spectrum.


For more information, visit


Roles and Responsibilities:

Providing L2 level technical support through the case handling process for Pramana's products. Participating in special projects (e.g. customer pilots and task forces) and in troubleshooting activities which require remote and on-site support. Member of 24/7 emergency on-call rotation. Participating in escalation management and product support practice development activities.

  • Diagnose and resolve day to day technical support issues.
  • Escalate issues to leads where necessary.
  • Responsible for assuring appropriate use of deployments in all locations.
  • Provide remote support to users in other regions when issues are escalated as P1.
  • Adhere and actively work to maintain standards.
  • Provide effective basic user training and Key user inductions.
  • Monitor and perform health checks to deployments and equipment for all locations on a periodic basis.
  • Responsible for logging and tracking defects that have been identified and escalating to the corresponding software engineering leads.
  • Reporting faults and maintaining records on server and site outages.
  • Submit weekly reports to the Regional/global team for highlighted issues affecting deployments within the region.
  • Assuring governance compliance.
  • Prepare documents, meeting materials and correspondence.
  • Perform basic administrative support duties as required to meet specific operational objectives.
  • Assist with daily on call support as and when required or as assigned by Regional/global development team.
  • Work extra hours to meet deadlines, as required and where reasonable.
  • Ensure that a high level of customer service and support is provided to all stakeholders and deployment sites.


Requirements:

  • Bachelor's degree in Science/Engineering with a minimum of 6+ years of experience
  • Extensive knowledge of computer hardware systems
  • Experience with system installation, configuration and analysis
  • Extensive experience working with Linux OS (Ubuntu)
  • Experience installing and configuring computer systems and applications for a large company
  • Good knowledge of shell scripting
  • Knowledge of Python programming to write simple scripts is desirable
  • Self-motivated, proactive, and problem-solving aptitude
  • Ability to organize, prioritize and multitask
  • Good written & verbal communication skills
  • Willingness to work in mid-shifts to support US time zones


Benefits

  • Be a part of “Google of biomedicine” as recognized by the Washington Post
  • Work with some of the brilliant minds of the world solving exciting real-world problems through Artificial Intelligence, Machine Learning, analytics and insights through triangulating unstructured and structured information from the biomedical literature as well as from large-scale molecular and real-world datasets.
  • Our benefits package includes the best of what leading organizations provide, such as stock options, paid time off, healthcare insurance, gym/broadband reimbursement.

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