Instructional Design Apprenticeship (Remote)

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

🚀 Hiring: Reactjs Developer

⭐ Experience: 3+ Years

📍 Location: Bangalore

⭐ Work Mode:- Hybrid

⏱️ Notice Period: Immediate Joiners

(Only immediate joiners & candidates serving notice period)

We are looking for a skilled React.js Developer to build responsive, high-performance web applications.

💫 Requirements:

✅ Strong in React.js, Redux, Hooks, Context API

✅Proficient in JavaScript (ES6+), HTML5, CSS3

✅Experience with REST APIs and version control (Git/GitHub)

What You’ll Do:

• Work closely with the core team to understand their needs and ensure that our products are meeting the needs of the market.
• Designing database structure that are easy to maintain, improves data consistency and are cost effective in terms of disk storage space
• Identify, prioritise and execute tasks in the software development life cycle
• Develop tools and applications by producing clean, efficient code
• Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
• Build efficient, testable, and reusable PHP modules

What You’ll Bring

• Bachelor's in Computer Science, Software Engineering or a related field.
• A 5+ years of experience in developing desktop and mobile web applications
• Strong knowledge of core PHP with experience of working with MVC framework such as CodeIgniter & Laravel
• Experience with object-oriented PHP programming
• Experience with third party API integration
• Experience in managing AWS services
• Previous experience creating scalable applications
• Knowledge of multiple front-end languages and libraries (e.g. HTML/ CSS, JavaScript, XML, jQuery)

Bigdata with cloud:

Experience : 5-10 years

Location : Hyderabad/Chennai

Notice period : 15-20 days Max

1.  Expertise in building AWS Data Engineering pipelines with AWS Glue -> Athena -> Quick sight

2.  Experience in developing lambda functions with AWS Lambda

3.  Expertise with Spark/PySpark – Candidate should be hands on with PySpark code and should be able to do transformations with Spark

4.  Should be able to code in Python and Scala.

5.  Snowflake experience will be a plus

• Develop, design, and implement embedded applications.
• Prepares appropriate documentation as required by internal product development processes and regulatory agencies such as FDA and ISO.
• Write technical specifications for interfaces and testing.
• Design and develop medical device software products with extensive knowledge of technical principles, theories, and concepts in the Software Development field.
• Conducts and participates in the design, code, and test reviews and inspections, ensuring application of software engineering best practices, as well as the feasibility, efficacy, and compliance to functional and regulatory standards.
• Works closely with the software team, the software verification team, the functional manager, and the project manager.
• Collaborates with distributed, cross-functional teams to ensure products meet quality, performance, scalability, reliability, and schedule goals.
• Investigates software, hardware, and system problems using a variety of techniques and provides innovative solutions.
• Conduct and participate in reviews and inspections for all elements in the software lifecycle to ensure that our software quality and customer satisfaction goals are achieved

Qualifications

• Bachelor’s degree in Software or Electronics related Engineering discipline or related field with 6+ years of experience.
• Experience designing and developing embedded solutions.
• Proficient in programming languages - C, C++.
• Ability to understand the electrical schematics and work closely with the electrical team.
• Experience with Real-Time Operating Systems.
• Experience writing/interfacing with device drivers
• Experience with CAN, TCP/IP, RS232 communication protocols
• Experience in Agile development processes and philosophies.
• History of driving project execution and timely delivery while ensuring a quality focus.
• Ability to work in a fast-paced, and often ambiguous environment where continuous improvement is a way of life.
• Excellent teaming skills to work with cross-functional and in a multi-site software team

Preferred Qualifications:

• Experience with In Vitro Diagnostic domain is a plus.
• Experience with OOA/OOD development methodologies and design patterns a plus.
• Understanding software development processes for a regulated environment (ISO9000/FDA) a plus.
• Experience in medical device design & development a plus.