ABOUT THE ROLE
Our 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.
You 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.
You 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.
WHAT YOU'LL BE DOING
Technical Diagnosis
- Diagnose complex platform issues using the admin portal — sync state dashboard, order status, integration call logs, payment history, consultation timeline, and member activity log.
- Identify 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.
- Trace 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.
- Diagnose 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).
- Review 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.
- Analyse 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.
Escalation to Engineering
- Create 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.
- Check the team channel for known issues and existing workarounds before raising a new Engineering ticket.
- Track Engineering tickets through to resolution — follow up proactively, validate the fix, and update the originating support ticket.
- Escalate priority issues (P1/P2) immediately — all payments down, member charged with no order created, core integration failure — without attempting workarounds first.
Vendor & Partner Escalation
- Escalate doctor network integration issues (webhook failures, SLA breaches, provider review delays) to the appropriate vendor escalation channel with the relevant case or order reference.
- Escalate pharmacy order issues to the pharmacy operations team through the designated escalation channel using the standard escalation format.
- Monitor doctor network SLA compliance and flag ageing cases before they become cancellation risks.
Team Technical Resource
- Serve as the technical reference for the CS team — when agents cannot identify why a platform issue is occurring, they escalate to you for diagnosis.
- Contribute to technical SOPs: document new failure types, workarounds, and diagnostic steps so the team builds institutional knowledge over time.
- Identify recurring technical issue patterns and surface them to the India Team Head for Engineering prioritisation or product improvement.
THE PLATFORM & TOOLS YOU'LL WORK WITH
- Member Care Admin Portal — member management, order triage, sync state dashboard, integration call logs.
- Support Ticketing Platform (e.g., Zendesk) — ticket routing, SLA management, issue categorisation and tagging.
- Engineering Issue Tracking System (e.g., Jira) — escalation tickets with severity classification.
- Team Messaging Platform (e.g., Slack) — support team channel, vendor escalation channels, engineering channel.
- Shipment Tracking Platform — carrier tracking lookup using order tracking IDs from the platform.
- Payment Gateway Dashboard — payment event lookup, error code identification (decline vs. authentication failure vs. webhook failure).
- Doctor Network Partner Portals — monitoring integration health and escalating via vendor channels.
- Pharmacy Partner Systems — order status tracking and transmission failure diagnosis.
SKILLS YOU SHOULD HAVE
- 3 to 5 years in technical support, application support, or SaaS operations.
- Able 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.
- Experience diagnosing platform failures in a production environment — sync errors, API timeouts, webhook failures, integration mismatches.
- Comfortable creating structured Engineering escalations with full diagnostic context.
- Experience with a support ticketing platform (Zendesk or similar) and an Engineering issue tracker (Jira or similar).
- Strong written communication — able to explain technical findings clearly to both engineers and non-technical CS agents.
- Understanding of HIPAA and protected health information (PHI) handling requirements in a healthcare support context.
- Availability for rotating 12-hour shifts including on-call coverage.
