Support Engineer (24x7 Operations Support)
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AI Summary
This is a remote position.
Role: Support Engineer (24x7 Operations Support)
Location: India (Remote / Hybrid)
Experience: 3-4 years
Employment Type: Third-Party Payroll
About ZEISS VisioGen
ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.
Role Overview
About the Role
We are building a dedicated 24x7 support team for the Visiogen platform — a suite of business-critical applications including HiApp (Human Intelligence App), our primary business application and the core platform Optometrists (ODs) use to monitor and respond to patient conversations across multiple clinics; Customer Portal; Operations Portal; and clinic chatbot integrations — all deployed on Zeiss's Azure infrastructure. As a Support Engineer, you will be a Forward Deployed Engineer: hands-on, embedded close to the business, and directly responsible for keeping these systems running and resolving issues that are often unique to individual clinics, customers, or integrations.
WHAT MATTERS MOST
We are hiring for problem-solvers first. This role is for someone who has demonstrably rolled up their sleeves and solved messy, customer-specific, or one-off production issues — not just someone who has followed runbook. Relevant certifications (Azure, Kubernetes, etc.) are a plus, but proven, hands-on troubleshooting experience carries far more weight than a certificate.
Key Responsibilities
Platform Monitoring
Monitor application health, availability, and performance across HiApp, Customer Portal, and Operations Portal
Monitor Azure infrastructure and services, integrations, and APIs using Log Analytics and Application Insights
Review logs, dashboards, and alerts to catch potential issues before they impact customers.
Incident Management
Respond to production incidents as part of a 24x7 rotation and classify them by severity (P1/P2/P3)
Own incidents through to resolution, coordinating with engineering teams during outages
Restore services within agreed SLA timelines and provide clear, timely status updates
Troubleshooting & Root Cause Analysis
Investigate application failures across React,.NET, and Python (Gen AI) services
Diagnose Azure resource issues — AKS pod crashes, App Gateway/WAF issues, PostgreSQL and Redis problems, Function App failures
Analyze API, database, network, and integration issues, and perform root cause analysis with corrective recommendations
Troubleshoot clinic-specific chatbot integration failures, including JavaScript embed issues on customer websites
Business & Operations Support
Support new clinic onboarding activities, including data ingestion via Function Apps into the vector database.
Assist the Operations and Customer Success teams with product-level troubleshooting.
Handle customer-specific or customized requirements that fall outside standard playbooks, and drive them to resolution independently.
Requirements
Required Skills & Experience
|
Area |
What We're Looking For |
|
Cloud & Infrastructure |
Hands-on experience with Azure Kubernetes Service (AKS), Application Gateway (WAF_v2), Private Endpoints, Traffic Manager, and general Azure resource management |
|
Data Layer |
Working knowledge of PostgreSQL and Redis — able to troubleshoot connectivity, performance, and query-level issues |
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