Remote Associate Technical Services Engineer

We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs., Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines

Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions

Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures

Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process

Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities

Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration

• Bachelor's degree in IT, Computer Science, Engineering, or a related field.
• 0-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
• exposure to SQL, Java, and webservices (SOAP/REST)
• UNIX command-line basics
• Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.
• Experience engaging with customers and managing competing priorities effectively. - 1+ years of experience as a Business Analyst is a plus.
• Preferably, experience in the health insurance industry, particularly with healthcare payors.