Technical Support Engineer / Application Support Engineer - SaaS Product Support

Script Assist · India

Bengaluru | Hybrid • Full-time | UK business hours • Compensation: up to 5 LPA

Technical Support Engineer | Application Support Engineer | Product Support | Software Support | SaaS Support | Customer Support | Ticket Management | Incident Management

Script Assist is hiring junior Technical Support / Application Support Engineers to investigate and resolve customer issues within our software platform.

We are primarily looking for people with approximately 6-24 months of professional support experience who already understand how to work from a ticket queue, respond to customer or user issues, gather information, investigate a problem, follow a support process, escalate appropriately, document what happened and keep ownership until resolution.

You do not need healthcare experience. You do need some genuine professional experience supporting a software application, SaaS product or digital platform.

• Technical Support Engineer

• Application Support Engineer

• Technical Support Analyst

• Application Support Analyst

• Product Support Analyst

• Product Support Engineer

• Product Support Associate

• Software Support Engineer

• Software Support Analyst

• Customer Support Engineer

• Technical Support Associate

• SaaS Support Analyst

• SaaS Support Engineer

• Production Support Analyst

• Support Engineer

• Support Analyst

• Customer Support Analyst

• Client Support Analyst

• Technical Customer Support Executive

Your exact title is not important. What matters is that your current or previous work involved responding to software/application support tickets and helping resolve user or customer issues.

Script Assist is a UK healthcare technology company. Our software supports complex private clinical and pharmacy services and connects clinics, pharmacies, prescribers, patients and operational teams.

Our platform contains many interconnected workflows, users and roles, permissions, statuses, customer data, configuration, integrations and operational processes. Our support team helps customers understand and resolve problems when something does not behave as expected.

Healthcare is a complex environment, but previous healthcare experience is not required. We will teach you the product and healthcare workflows.

• Receive and manage customer support tickets.

• Respond to customers and users clearly and professionally.

• Investigate reported software problems.

• Gather the information needed to understand an issue.

• Reproduce problems where possible.

• Review application behaviour and available information.

• Identify straightforward causes and resolutions.

• Escalate more complex issues with clear notes and evidence.

• Maintain accurate ticket histories and track issues through to resolution.

• Communicate updates to customers.

• Work with Product, Engineering, QA and Operations.

• Retest issues after fixes.

• Help maintain support documentation and identify repeated problems.

• Learn increasingly complex areas of the Script Assist platform.

You are likely to have approximately 6-24 months of experience working in some form of software or application support. You already understand what it means to:

• Work from a queue and manage tickets or cases.

• Meet response expectations.

• Ask users the right questions.

• Document an issue properly.

• Follow up with another team and escalate when appropriate.

• Keep customers updated and close issues properly.

You should also have very good spoken and written English, strong attention to detail, good organisation, a logical approach to problems, strong ownership, the ability to learn new software quickly and confidence communicating with customers and colleagues.

• Jira, ServiceNow, Zendesk, Freshdesk or Salesforce.

• CRM or ticketing platforms.

• Incident management, application support, SaaS support or product support.

• Software troubleshooting, production support or issue reproduction.

• Basic SQL, databases, APIs or software testing.

• Root-cause analysis.

You do not need all of these.

Previous experience with healthcare software, EHR / EMR, HIS / HMIS, Practice Management Systems, clinical software or pharmacy software would be useful, but is not required.

We are deliberately open to strong junior support candidates from other SaaS, fintech, ERP, e-commerce, workflow, logistics or enterprise software businesses.

This is not primarily desktop or infrastructure support. Experience focused mainly on laptop repair, hardware support, printer support, network support, router / switch administration, Windows installation, NOC monitoring or generic IT helpdesk is less relevant.

We want candidates whose experience is primarily about supporting users of software applications or digital products. This is also not a Software Developer, QA Tester, Automation Tester or Manual Testing role. We are recruiting for Customer / Product / Application Support.

This is an opportunity to build a career inside a growing international software company. You will work closely with Support, Product, Engineering, QA and Operations and gain experience supporting a sophisticated live SaaS platform.

Strong performers can progress into Senior Technical Support, Product Support, Application Support, Technical Operations, Implementation, Business Analysis, Customer Success, QA or Product.

If you already understand ticket-based software support and want to develop quickly inside a more complex product environment, we would like to hear from you.