Technical Support Engineer

<p><b><span style="font-family:Calibri;">About the Company: </span></b></p><p><span style="font-family:Calibri;">Orange Health is India’s leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup of the Year 2025. </span></p><p><span style="font-family:Calibri;">Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!</span></p><p><span style="font-family:Calibri;">Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page. </span></p><p></p><p><span style="font-family:Calibri;">Our vision is supported by some of the world’s leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India.</span></p><p class="Position description"><b><span style="font-family:Calibri;">About the role:</span></b><span style="font-family:Calibri;"> </span></p><p class="Position description"></p><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:Calibri;color:rgb(31,31,31);background-color:transparent;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">The ideal candidate will have a strong background in application and cloud security, be capable of mentoring junior engineers, and have expertise in optimizing our platform's infrastructure.</span></p><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:Inter, sans-serif;color:#1f1f1f;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;"><br /></span></p><p class="Position description"><b><span style="font-family:Calibri;">Why Join us? </span></b></p><ul><li><span style="font-family:Calibri;">Market competitive salary with bi-annual increments.</span></li><li><span style="font-family:Calibri;">Great stock option policy with rights to exercise 10 years post exit.</span></li><li><span style="font-family:Calibri;">Well known for a collaborative culture with a top 10% rating on Glassdoor.</span></li><li><span style="font-family:Calibri;">Fastest-growing health tech company in India with marquee investors.</span></li><li><span style="font-family:Calibri;">Opportunity to build a product that will have a significant impact on people's health and well-being</span></li></ul><h1 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:12pt;"><span style="font-size:12pt;font-family:Calibri;color:rgb(31,31,31);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Roles and Responsibilities:</span></h1><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Own platform reliability and technical support across applications, APIs, and internal systems, ensuring smooth day-to-day operations.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Monitor production systems, identify issues proactively, and troubleshoot incidents before they impact customers or business operations.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Act as the first point of contact for production issues, investigate root causes, and coordinate with Engineering, Product, DevOps, and external vendors for resolution.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Work with application logs, databases, APIs, and monitoring tools to debug and resolve technical issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Handle incident management, escalations, and RCA (Root Cause Analysis), and help implement preventive actions.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Build scripts, automation, and internal tools to reduce repetitive support activities and improve operational efficiency.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Improve platform reliability by identifying recurring issues, tracking system health, and recommending permanent fixes.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Participate in rotational shifts to support our 18×7 platform reliability operations.</span></p></li></ul><h1 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:12pt;"><span style="font-size:12pt;font-family:Calibri;color:rgb(31,31,31);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Skills We are looking For</span><span style="font-size:12pt;font-family:Calibri;color:rgb(31,31,31);background-color:transparent;font-weight:500;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">:</span></h1><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;"> 2 - 4 years of experience in Technical Support, Production Support, Application Support, SRE, or Platform Reliability.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Strong troubleshooting and debugging skills across applications, APIs, databases, and infrastructure.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Good understanding of SQL (PostgreSQL/MySQL), including writing queries and investigating data-related issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Hands-on experience with Linux, REST APIs, HTTP, and basic networking concepts.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Familiarity with monitoring and logging tools such as Grafana, SigNoz, Sentry, ELK, Datadog, or similar tools.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Basic understanding of AWS/cloud infrastructure, Docker, and microservices architecture.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Ability to write basic scripts using Python, Shell, or JavaScript for debugging and automation.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Experience with incident management, production troubleshooting, RCA, and escalation handling.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Good communication skills and the ability to coordinate with technical and non-technical stakeholders.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Strong ownership mindset, problem-solving ability, and willingness to take end-to-end responsibility for production issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Roboto, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:Calibri;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Good to have: Experience with Redis, OpenSearch/Elasticsearch, CI/CD pipelines, and AI-assisted debugging or automation tools.</span></p></li></ul><p class="Primary Responsibilities"><span style="background-color:transparent;font-size:12pt;font-family:Calibri;color:rgb(31,31,31);font-weight:700;font-variant:normal;vertical-align:baseline;white-space:pre-wrap;">What we value most</span><span style="background-color:transparent;font-size:12pt;font-family:Calibri;color:rgb(31,31,31);font-variant:normal;vertical-align:baseline;white-space:pre-wrap;">:</span><span style="background-color:transparent;font-size:11pt;font-family:Calibri;color:rgb(0,0,0);font-variant:normal;vertical-align:baseline;white-space:pre-wrap;"> Someone who doesn't just resolve tickets but takes ownership of issues, understands why they happened, works towards permanent fixes, and continuously improves platform stability.</span></p><p class="Primary Responsibilities"><br /></p><p class="Required Skills"><br /></p>