{"id":3407834,"url":"https://alion.io/job/graph-ai-technical-support-executive","title":"Technical Support Executive","company":{"id":4394392,"name":"Graph AI","domain":"graphsafety.ai","url":"https://alion.io/company/graph-ai","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"MS SQL","optional":true}],"status":"live","first_seen_at":"2026-10-28T16:35:35Z","employer_posted_date":null,"last_verified_at":"2026-10-28T16:35:35Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"We are seeking a proactive and customer-focused Technical Support Executive to provide functional and technical support for our Pharmacovigilance and Drug Safety solutions. The role involves assisting customers with system issues, troubleshooting application-related concerns, analysing incidents, coordinating with internal teams, and ensuring a high level of customer satisfaction. The ideal candidate should possess a strong understanding of software applications, excellent problem-solving abilities, and experience supporting enterprise applications in a healthcare, life sciences, or pharmacovigilance environment.\n\nThe candidate will have responsibilities across the following functions: \n\nCustomer and Product Support: \nProvide first-level and second-level technical support to customers.\nRespond to customer queries through email, ticketing systems, phone, and virtual meetings.\nTroubleshoot and resolve application-related issues within defined SLAs.\nMonitor support queues and ensure timely resolution of customer incidents.\nEscalate complex issues to Product, Development, QA, or Infrastructure teams as required.\n\nPharmacovigilance Application Support: \nSupport users of pharmacovigilance and drug safety applications.\nAssist customers with case processing, workflows, user access, system configurations, and reporting-related issues.\nUnderstand customer business processes and provide appropriate functional guidance.\nPerform root cause analysis for recurring application issues.\n\nIncident and Problem Management: \nLog, track, and manage incidents using the support ticketing system.\nDocument issue resolution steps and maintain support records.\nMonitor recurring issues and recommend preventive actions.\nParticipate in severity-based incident management activities.\n\nTechnical Troubleshooting: \nAnalyse application logs and error reports.\nCoordinate with development and infrastructure teams for issue resolution.\nAssist in validating fixes before deployment to customers.\nSupport product upgrades, releases, and maintenance activities.\n\nCustomer Communication: \nProvide timely updates to customers regarding issue status.\nConduct customer troubleshooting sessions and follow-ups.\nPrepare support documentation, FAQs, and knowledge base articles.\nMaintain a professional and customer-centric approach in all interactions.\n\nQuality and Compliance: \nAdhere to company quality processes and support procedures.\nFollow data privacy and information security guidelines.\nSupport compliance requirements relevant to life sciences and pharmacovigilance customers.\n\nRequirements: \nStrong troubleshooting and analytical skills.\nExperience in software application support.\nKnowledge of ticketing and incident management systems.\nUnderstanding of databases and SQL queries.\nFamiliarity with Windows-based environments and web applications.\nExcellent communication and customer-handling skills.\nAbility to prioritise and manage multiple customer issues simultaneously.\nStrong documentation and reporting skills.\n\nPreferred Skills: \nExperience supporting Pharmacovigilance, Drug Safety, Clinical, or Life Sciences applications.\nUnderstanding of adverse event reporting and pharmacovigilance workflows.\nExposure to SaaS-based products and cloud applications.\nBasic knowledge of APIs, integrations, and application logs.\nExperience with Microsoft SQL Server or Oracle databases.\nFamiliarity with GxP-regulated environments.\nSkills\nApplication Support, Clinical, Drug Safety, Healthcare, Helpdesk, Incident, Life Sciences, Pharmacovigilance, Support, Technical, Ticketing, Troubleshooting","description_format":"text","description_chars":3586,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Software","Operating Systems","Security Compliance"],"lifecycle":[{"event":"open","at":"2026-10-28T16:35:35Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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