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Mid-level, popular support role in Bangalore with broad skills and night-shift requirements increases competition.
Operational support skills transfer across industries, but HIPAA and healthcare-specific knowledge raise sensitivity.
Explicit 2–3 year requirement, mandatory observability, SQL, Kubernetes, HIPAA awareness, and night-shift requirement.
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Own first-level production support during US Pacific business hours from Bengaluru, including monitoring dashboards, triaging and resolving tickets within L2 scope.
Perform in-depth troubleshooting using logs, configs, and runbooks; escalate complex code and architecture issues to L3 with detailed context.
Support and communicate during high-severity incidents (Sev-1/Sev-2); maintain and improve operational documentation and runbooks.
2–3 years experience in application, IT, or production support for SaaS or enterprise software.
Ability to troubleshoot application and system issues using logs, configurations, and known issue identification.
Comfort with at least one observability tool (e.g., Datadog, Grafana, ELK, CloudWatch), and working knowledge of SQL, cloud environments, and basic Kubernetes concepts.
Willingness and ability to work US Pacific business hours (approx. 9:30 PM to 7:30 AM IST) from Bengaluru.
Experienced in SLA-driven ITSM/ticketing support with clear, professional customer communication skills during high-pressure incidents.
Familiarity or interest in healthcare domain operational workflows and data sensitivity (HIPAA, PHI).
Operates with strong ownership mentality, able to close loops and escalate issues effectively, and motivated towards growth into L3 support roles.