Technical Support Engineer
Location: Bengaluru, India (With occasional travel to field sites/PHCs)
Experience: 1–3 years
About
We are developing an AI-enabled oral cancer screening tool used by nurses and ASHAs to conduct community-level screenings. The application is designed to run offline-first on low-end smartphones, and serve frontline health workers who may have limited experience with digital tools.
As a Support Engineer, you will serve as the primary point of contact for end users reporting issues with the application. You will be responsible for investigating and triaging incoming issues, gathering the necessary context to diagnose problems, and working closely with the engineering team to ensure timely resolution. Given the nature of our user base (busy nurses in a low-connectivity environment) your ability to communicate clearly, prioritise effectively, and translate field-level feedback into actionable technical input will be central to this role.
Key Responsibilities:
Incident Triage & Resolution: Act as the first point of contact for technical issues reported by field workers and clinicians via WhatsApp, phone, or ticketing systems.
Field-to-Engineering Bridge: Translate "user pain points" into technical bug reports for the Android and Backend teams. You will explain why a feature is failing in the real-world environment of a rural PHC.
Data Integrity Monitoring: Monitor the flow of screening data from mobile devices to the cloud. Identify and fix synchronization errors or "stuck" records in the pipeline.
Hardware & Environment Troubleshooting: Assist users with device-specific issues (e.g., camera calibration, low storage, or OS compatibility) that affect the AI model's performance.
UAT & Training Support: Assist in User Acceptance Testing (UAT) for new feature releases and conduct technical training sessions for field coordinators and health staff.
On-Site Support: Occasional travel to screening camps to observe app usage in real-time and provide immediate technical assistance.
Required Skills & Qualifications
Technical Troubleshooting: Strong ability to diagnose Android app crashes, network connectivity issues, and API errors.
Communication: Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users in simple terms (and vice-versa).
Basic Programming/Scripting: Ability to read logs and run basic SQL queries to check data status in the backend.
Tools: Familiarity with bug tracking tools like Jira, Zendesk, or GitHub Issues.
Language: Fluency in English is mandatory. Knowledge of regional languages (Hindi, Tamil, Bengali, etc.) is a significant advantage given our pan-India sites.
Education: MPH, B.Sc (IT), BCA, or B.E./B.Tech in a related field.
Preferred Qualifications
Experience in Healthcare Technology or supporting field-based mobile applications.
Understanding of the Android ecosystem (logcat, APK versions, permissions).
A high degree of empathy and patience for frontline healthcare workers.
About ARTPARK
ARTPARK @ IISc (AI & Robotics Technology Park) fosters innovations in AI & Robotics by bringing together the best of research, startup, industry, and government ecosystems. We drive mission-oriented deep-tech projects, technology business incubation, and translational research in areas such as industrial automation, mobility, agriculture, healthcare and education.ARTPARK is seed-funded by the Department of Science & Technology (DST), Govt. of India, under the National Mission on Interdisciplinary Cyber-Physical Systems (NM-ICPS) and the Govt. of Karnataka.