Technical Support Specialist

Company Overview : Dozee Health AI is the pioneer in Contactless Remote Patient Monitoring (RPM), proven to drive transformation at scale. Headquartered in Bengaluru, India, Dozee has emerged as India’s no. 1 RPM Company. We are seeking visionary individuals to help us in this very exciting journey. As a part of our dynamic team, you’ll have the opportunity to collaborate with top healthcare providers in the country, applying AI-powered RPM solutions to tackle some of the most pressing challenges in healthcare - enhancing staff efficiency, improving patient outcomes, and pioneering the next generation of care models Job Overview: Dozee is seeking a skilled Technical Support Specialist to join our Technical support team. This role involves assisting field teams with troubleshooting and resolving technical issues (hardware and software) from a remote location. The ideal candidate will leverage diagnostic tools, software systems, and strong problem-solving abilities to identify and resolve technical issues quickly and effectively. If you have a passion for technology, enjoy solving complex problems, and have strong communication skills, this is the role for you! Responsibilities : Provide remote assistance to field teams to diagnose and troubleshoot hardware/software issues with Dozee devices using Slack, WhatsApp, calls, or email. Use various diagnostic tools and software including but not limited to OpenObserve, Postman, MDM, monitoring tools, and internal dashboards to remotely assess and troubleshoot issues. Work to quickly identify the root cause of and provide effective solutions or guide field teams in implementing temporary fixes until proper resolution can be made. Collaborate with on-field teams, engineering, Hardware and product teams to escalate complex issues and work towards long-term solutions. Analyze device logs, system data, and dashboards to identify potential issues and provide appropriate resolutions. Provide clear and concise instructions to field staff and customers, ensuring they understand the troubleshooting process and solutions. Stay up to date with product updates, troubleshooting techniques, and relevant hardware knowledge to ensure effective support. Provide insights on recurring issues and suggest improvements to enhance the product’s reliability and the efficiency of the support process. Identify root causes of internet and Bluetooth connectivity issues, and troubleshoot in coordination with the client point of contact (POC). Desired Experience: 1–3 years of relevant experience in technical support, device monitoring, or troubleshooting. Education: Degree or diploma in Electronics, Computer Science, Engineering, or related field. Proficient in using diagnostic tools for hardware issue resolution. Basic coding knowledge to assist in troubleshooting processes. Experience working with APIs for data generation and integration. Strong problem-solving and analytical abilities. Excellent verbal and written communication skills, with the ability to engage effectively with field teams and customers—especially in remote environments. Committed to delivering high-quality support to both customers and internal teams. Proven ability to thrive in a collaborative, remote team environment and manage tasks in a fast-paced, high-pressure setting. Work Preferences: Open to working 6 days a week in 9-hour shifts, Night shift only, with shifts starting between 6:00 PM to 10:00 PM on a rotational basis. Candidates must be flexible with organizational requirements, including changes in shifts or work responsibilities as per company needs. Preferred Skills: Experience with medical or healthcare technology. Familiarity with Dozee’s products or similar healthcare monitoring devices. Knowledge of software systems for ticket management and issue tracking. Experience with troubleshooting network-related issues Knowledge on MDM solutions, Android OS, Linux machines, computer networks, brief knowledge about electronics, embedded systems, Good understanding of internet setup, or resolving internet connectivity issue, bluetooth connectivity issue About Dozee ( www.dozeehealth.ai ) Vision & Mission Save Million lives with Health AI Dozee is India’s leading AI-Powered contactless Remote Patient Monitoring (RPM) and Early Warning System (EWS). A solution that continuously monitors patients and provides early warnings of clinical deterioration, enabling timely interventions and enhancing patient safety in hospitals, nursing facilities and patient homes. A "Made in India for the World" solution, Dozee has pioneered the world’s first non-contact blood pressure monitoring system. Trusted by leading healthcare providers in India, the USA, and Africa, Dozee is transforming patient safety and care by enhancing outcomes and reducing costs. Dozee is adopted by 300+ hospitals and monitors 16000+ beds across 4 countries . Dozee has monitored over 1 Mn Patients, Delivered 35000+ Life Saving Alerts and Saved 10 Mn+ Nursing Hours. Videos Science Behind Dozee : Ballistocardiography & Artificial Intelligence 100 Dozee deliver 144 life saving alerts and INR 2.7 Cr of saving - Sattva Study Dozee saves life of a mother at home Leading Healthcare Game changers work with Dozee Introducing Dozee VS Dozee Shravan - A clinical grade RPM service Dozee in News: Media House Date Article Bloomberg Oct 21, 2024 From AI Beds to Remote ICUs, Startups are plugging India's health Gaps News18 Oct 26, 2024 Now, You Can Remotely Monitor Your Loved Ones in Hospital With Bengaluru Start-Up's 'Shravan' Analytics India Magazine Oct 29, 2024 Dozee Harness AI for Personalised Patient Care ET HealthWorld Sep 16, 2024 We trust AI everyday - From Google Maps to Smartphones, So why not use it to enhance patient safety in healthcare? BW healthcareworld Oct 29, 2024 Dozee's AI-Powered System Predicts Patient Deterioration 16 Hours in Advance A tertiary care hospital study published in JMIR , validated Dozee’s Early Warning System (EWS), showing it identified 97% of deteriorating patients, provided alerts ~19 hours in advance , and generated 5x fewer alerts, reducing alarm fatigue and improving patient outcomes. A study at King George Medical University, Lucknow, and published in Frontiers in Medical Technology demonstrated that Dozee’s automation can potentially save 2.5 hours of nursing time per shift , improving workflow efficiency and allowing more focus on patient care. A study on remote patient monitoring in general wards published in Cureus found that 90%+ of healthcare providers reported improved care and patient safety, 74% of patients felt safer , and there was a 43% increase in time for direct patient care. Research by Sattva , an independent consulting firm, demonstrates Dozee's substantial impact: for every 100 Dozee-connected beds, it can save approximately 144 lives , reduce nurses’ time for vital checks by 80% , and decrease ICU average length of stay by 1.3 days. Key Highlights Founded : October, 2015 Founders : Mudit Dandwate, Gaurav Parchani Headquarters : Bangalore, India | Houston, USA | Dubai, UAE Key Investors & Backers : Prime Ventures, 3one4 Capital, YourNest Capital, Gokul Rajaram, Demis Hassabis, BIRAC (Department of Biotechnology, State Bank of India, and Dinesh Mody Ventures, Temasek Foundation, Horizons Ventures Stage : Series A+ Team Strength : 280+ Business : Providing Continuum of care with AI-powered contactless Remote Patient Monitoring (RPM) and Early Warning System (EWS) for Hospitals and Home. Certifications & Accreditations : ISO13485:2016 Certified, ISO27001:2022 Certified, CDSCO Registered, FDA510K Cleared for the flagship product Dozee Vitals Signs (VS) measurement system and SOC2 Type II Certified Achievements Forbes India 30 under 30 Forbes Asia 100 to Watch Times Network - India Health Awards 2024 for AI innovation in Bharat Healthcare tech BML Munjal Award for Business Excellence using Learning and Development FICCI Digital Innovation in Healthcare Award Anjani Mashelkar Inclusive Innovation Award Marico Innovation For India Award To know more about life@dozee, click here . Disclaimer: Dozee is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.” Dozee does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Dozee will not tolerate discrimination or harassment based on any of these characteristics