{"id":1279008,"url":"https://alion.io/job/softobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication","title":"TE-1467-Sr Technical Support(application)","company":{"id":3806732,"name":"Softobiz Technologies","domain":"softobiz.com","url":"https://alion.io/company/softobiz-technologies-pvt-ltd","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":84,"open_postings":9,"ghost_share":0,"stale_share":0.444,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","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":{"min_usd":12500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":538},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Jira","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"closed","first_seen_at":"2026-07-17T13:35:48Z","employer_posted_date":"2026-07-17","last_verified_at":"2026-10-10T10:59:59Z","board_verified":false,"closed_at":"2026-10-10T10:59:59Z","days_open":84,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":84},"description":"ABOUT THE ROLE\nOur healthcare platform connects member intake forms, payment processing, doctor network integrations, prescription transmission, pharmacy partner fulfilment, and shipment tracking into a single end-to-end care journey. When something breaks in that chain, the Senior Technical Support (Application) agent is the person who figures out exactly what went wrong and why.\nYou do not write code. You do not deploy fixes - that is the Engineering team's job. Your job is to understand the platform deeply enough to diagnose issues precisely: reading sync states, spotting integration failures, identifying pharmacy routing errors, tracing prescription payload problems. You hand Engineering or the relevant operations team a structured, complete escalation that gets the issue resolved fast.\nYou are also the technical reference for the Customer Support team. When a CS agent cannot explain why a member's order is stuck, they come to you.\nWHAT YOU'LL BE DOING\nTechnical Diagnosis\nDiagnose complex platform issues using the admin portal - sync state dashboard, order status, integration call logs, payment history, consultation timeline, and member activity log.\nIdentify sync state failures (e.g., failed, stuck, partial sync, retry limit exceeded) and determine whether a manual retry is appropriate or Engineering intervention is required.\nTrace pharmacy transmission failures: identify which pharmacy partner is affected, check the order's transmission state, and review integration call logs from the order detail view.\nDiagnose payment issues: distinguish between a member-side card decline (no Engineering needed), a payment authentication failure (Engineering escalation), and a payment webhook not firing (Engineering escalation with event reference).\nReview intake form errors: identify which stage of the member onboarding flow failed, whether the issue is isolated or systematic, and collect reproduction steps before escalating.\nAnalyse prescription transmission issues: verify integration payload correctness, confirm pharmacy routing, and identify whether the failure is an integration error, a routing error, or a pharmacy-side rejection.\nEscalation to Engineering\nCreate structured Engineering escalation tickets with: member ID, issue type, severity level, error message or system state, support ticket reference, reproduction steps, member impact count, and business risk.\nCheck the team channel for known issues and existing workarounds before raising a new Engineering ticket.\nTrack Engineering tickets through to resolution - follow up proactively, validate the fix, and update the originating support ticket.\nEscalate priority issues (P1/P2) immediately - all payments down, member charged with no order created, core integration failure - without attempting workarounds first.\nVendor & Partner Escalation\nEscalate doctor network integration issues (webhook failures, SLA breaches, provider review delays) to the appropriate vendor escalation channel with the relevant case or order reference.\nEscalate pharmacy order issues to the pharmacy operations team through the designated escalation channel using the standard escalation format.\nMonitor doctor network SLA compliance and flag ageing cases before they become cancellation risks.\nTeam Technical Resource\nServe as the technical reference for the CS team - when agents cannot identify why a platform issue is occurring, they escalate to you for diagnosis.\nContribute to technical SOPs: document new failure types, workarounds, and diagnostic steps so the team builds institutional knowledge over time.\nIdentify recurring technical issue patterns and surface them to the India Team Head for Engineering prioritisation or product improvement.\nTHE PLATFORM & TOOLS YOU'LL WORK WITH\nMember Care Admin Portal - member management, order triage, sync state dashboard, integration call logs.\nSupport Ticketing Platform (e.g., Zendesk) - ticket routing, SLA management, issue categorisation and tagging.\nEngineering Issue Tracking System (e.g., Jira) - escalation tickets with severity classification.\nTeam Messaging Platform (e.g., Slack) - support team channel, vendor escalation channels, engineering channel.\nShipment Tracking Platform - carrier tracking lookup using order tracking IDs from the platform.\nPayment Gateway Dashboard - payment event lookup, error code identification (decline vs. authentication failure vs. webhook failure).\nDoctor Network Partner Portals - monitoring integration health and escalating via vendor channels.\nPharmacy Partner Systems - order status tracking and transmission failure diagnosis.\nSKILLS YOU SHOULD HAVE\n3 to 5 years in technical support, application support, or SaaS operations.\nAble to read and interpret API responses and integration payloads (JSON) - you don't write code but you understand what error fields mean and can identify missing or malformed data.\nExperience diagnosing platform failures in a production environment - sync errors, API timeouts, webhook failures, integration mismatches.\nComfortable creating structured Engineering escalations with full diagnostic context.\nExperience with a support ticketing platform (Zendesk or similar) and an Engineering issue tracker (Jira or similar).\nStrong written communication - able to explain technical findings clearly to both engineers and non-technical CS agents.\nUnderstanding of HIPAA and protected health information (PHI) handling requirements in a healthcare support context.\nAvailability for rotating 12-hour shifts including on-call coverage.","description_format":"text","description_chars":5536,"description_truncated":false,"requirements":{"experience_years_min":null,"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":["Artificial Intelligence","Data & Analytics","DevOps & Platform Engineering","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-09-26T02:29:39Z"},{"event":"close","at":"2026-10-10T10:59:59Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/softobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication","json_url":"https://alion.io/job/softobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication.json","meta":{"generated_at":"2026-10-14T03:20:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5273,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3806732},"rest":"https://alion.io/mcp/rest/get_company?id=3806732"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoftobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoftobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoftobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/softobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoftobiz-technologies-pvt-ltd-te-1467-sr-technical-supportapplication"}]}