Technical Support Engineer

## About Alpha Nodus: At Alpha Nodus, we are revolutionizing the healthcare experience. Our flagship AI-first platform, **Gravity**, streamlines and automates complex workflows for outpatient diagnostic imaging centers and radiology practices. From AI-driven prior authorizations and cost estimates to intelligent appointment scheduling and document processing, Gravity bridges the gap between human intelligence and advanced automation. We eliminate delays and bottlenecks between patients and healthcare providers, delivering on our vision of just-in-time care. ## Role Overview: This role is responsible for **owning the technical support experience** while driving high-quality, polished interactions with our customers. You will act as a trusted technical advisor and the primary bridge between our Gravity platform users (imaging center managers, physicians, administrative staff) and our internal Engineering and Product teams. You will ensure that customer issues are handled end-to-end, technical complexities are translated into clear solutions, and proactive measures are taken to build out our knowledge infrastructure. **Work Schedule:** This is a **100% in-office** position in our Bengaluru office. You will work during **US business hours** (night shift) to support our core North American client base, with a designated **partial overlap** with the India-based engineering and product teams to ensure seamless handovers and cross-functional collaboration. ## Key Responsibilities: ### Polished Customer Communication & Solution Delivery * Serve as the primary technical point of contact for US-based healthcare clients, engaging them with **polished, empathetic, and professional communication** across phone, email, and video calls. * Translate complex **technical jargon** into clear, actionable advice for non-technical users, ensuring they feel supported and confident. * Actively listen to customer workflows and pain points, leveraging your deep product knowledge to **suggest best practices** and optimized solutions using the Gravity suite. * Build and maintain **trusted relationships** with customer stakeholders, ensuring they achieve their intended business value. ### In-Depth Technical Troubleshooting & Collaboration * Take ownership of customer-reported **technical issues** from identification to resolution. * Develop a masterful, under-the-hood understanding of the Gravity AI platform and its integrations with various **RIS and EMR** systems. * Analyze system behavior, API responses (REST/GraphQL), databases (SQL), mirth HL7 events and logs to understand and resolve **root causes**. * Utilize your overlap hours to collaborate closely with the India team, translating customer issues into **clear, actionable problem statements** for Engineering and Product. * **Validate** fixes and ensure **solutions** fully address the original customer concern before closing the loop. ### Knowledge Base Construction & Issue Deflection * Take extreme ownership of our internal and external **Knowledge Base (KB)**. * Systematically identify recurring customer questions and technical issues to **avoid repeat instances** of the same problem. * Transform resolutions into comprehensive, easy-to-understand **articles, FAQs, and troubleshooting guides**. * Build out a **self-service ecosystem** that empowers customers to find answers independently, driving down ticket volumes. * Conduct internal **training sessions** for Customer Success and Sales teams based on insights gathered from support trends. ## Requirements: * 5+ years of experience in a technical, customer-facing role such as **Technical Support**, Application Support, or Technical Customer Success, preferably within B2B SaaS. * Exceptional written and verbal **communication** skills. You must be comfortable and highly polished when speaking with healthcare executives and clinical managers in the US market. * Strong **technical aptitude** and ability to review technical information (logs, configurations, API responses, database queries) to support problem analysis. * 2+ years of experience with writing transformations and managing mirth connect or similar HL7 engine. * Proven experience writing technical documentation and maintaining a **Knowledge Base** (via Zendesk, Confluence, etc.) to drive issue deflection. * Proven ability to **own outcomes**, manage escalations, and drive issues to completion. * **Readiness for the Schedule:** Willingness and ability to work night shifts from our Bengaluru office to align with US business hours, while effectively managing cross-time-zone collaboration. * Experience in Healthcare Tech, Radiology workflows, **RIS/PACS**, or FHIR integrations is a massive plus.