Support Technician

Support Technician | scanO

Company: Trismus Healthcare Technologies Pvt. Ltd. (scanO)

Location: Pune, Corporate Office

Employment Type: Full-time, On-site

Reports To: Head of Customer Support / Operations

About scanO

scanO builds AI-powered oral health screening solutions for dental clinics, including scanO air, our screening unit; scanO engage, our practitioner platform; and scanO care, our patient app.

Over 400 units are live across clinics in India, the UK, UAE, and South Africa. When something does not work, clinics rely on our support team. How quickly and effectively we resolve those issues directly impacts their experience with scanO.

Role Overview

We are looking for a technically strong and customer-focused Support Technician to join our support desk.

Clinics will reach out through email, phone, and WhatsApp with issues ranging from “the scan will not start” to “this AI report looks incorrect.”

You will diagnose issues, resolve what you can remotely, escalate technical problems to the appropriate engineer or field technician, and follow through until the clinic is operational again.

You will also maintain accurate records of our installed device fleet and help convert real customer issues into actionable feedback for our product, engineering, ML, and clinical teams.

This is a technical support role, not a call centre role. You should be able to understand how the device, application, and network work together well enough to isolate and troubleshoot faults remotely.

Key Responsibilities

1. Own the Support Queue

Respond to support requests received through support@scanoai.com, phone, and WhatsApp within defined response timelines. Log every issue, maintain accurate statuses, and close the loop with the clinic.

2. Diagnose Issues Remotely

Troubleshoot device, application, connectivity, and user-related issues through phone, chat, and screen sharing. Reproduce issues wherever possible before escalating them.

3. Escalate & Follow Through

Raise clear and reproducible bug reports for the engineering team, including logs, unit ID, firmware version, and reproduction steps. Track escalations until resolution and keep the customer informed.

4. Coordinate Field Service

Coordinate technician visits, part replacements, and unit returns with the operations team. Track units from pickup through service and redeployment.

5. Maintain the Fleet Record

Keep accurate records of installed units, including clinic details, unit serial numbers, firmware versions, warranty status, open faults, and service history.

6. Report AI Output Corrections

Collect cases where clinicians dispute or correct AI-generated reports and share them with the ML and clinical teams, along with relevant images and context.

7. Identify Recurring Patterns

Prepare a weekly summary covering support volumes, recurring faults, and major issue drivers to help the team address root causes instead of individual symptoms.

8. Build the Knowledge Base

Create and maintain troubleshooting guides, FAQs, and clinic-facing how-to documentation as the product evolves.

9. Support the Field Team

Provide remote technical assistance during installations, camps, demos, inaugurations, and escalations.

Requirements

Diploma or degree in Engineering, IT, Computer Science, or a related technical field

1–3 years of experience in technical support, service desk, field service, or device support

Strong freshers with demonstrated technical aptitude may also be considered

Comfortable troubleshooting hardware, mobile/web applications, Wi-Fi, and basic networking

Clear spoken and written English and Hindi

Marathi or another regional language is an advantage

Ability to explain technical solutions clearly to dentists, receptionists, and other non-technical users

Ability to remain calm and professional while handling frustrated customers

Strong discipline around issue logging, ownership, follow-ups, and closure

Comfortable using spreadsheets and ticketing/CRM tools

Nice to Have

Experience with medical, diagnostic, or imaging devices

Familiarity with Zoho CRM/Helpdesk or similar tools

Basic understanding of computer vision or AI model outputs

Willingness to travel occasionally for installations or escalations

Requirements

Requirements

Diploma or degree in Engineering, IT, Computer Science, or a related technical field

1–3 years of experience in technical support, service desk, field service, or device support

Strong freshers with demonstrated technical aptitude may also be considered

Comfortable troubleshooting hardware, mobile/web applications, Wi-Fi, and basic networking

Clear spoken and written English and Hindi

Marathi or another regional language is an advantage

Ability to explain technical solutions clearly to dentists, receptionists, and other non-technical users

Ability to remain calm and professional while handling frustrated customers

Strong discipline around issue logging, ownership, follow-ups, and closure

Comfortable using spreadsheets and ticketing/CRM tools