Technical Support Engineer

Location: Bangalore office (JP Nagar)
Experience: 1 to 3 years
Work pattern: Rotational shifts, six-day week
Joining: Immediate requirement

About the role

BrainSightAI is a health-technology company. We process MRI scans from hospitals into brain network and tract results that neurosurgeons use to plan surgery. Every case passes through a fixed sequence of people: Technical Support, Connectomics Technologist, Radiologist, Product Deployment and Clinical Application Specialist.

The Technical Support Engineer is the first step in that sequence. You check the data and the pipeline output before anyone else reviews it, you fix what fails, and you are the first point of contact when a hospital has a problem. A missed error at this step reaches the radiologist, and in the worst case the neurosurgeon, so accuracy and timing both matter.

What you will do

1. Case processing and data checks
2. Receive incoming hospital cases and confirm the scan data is complete and usable.
3. Run the processing pipeline and act on the automated QA/QC result. Cases that fail come back to you for troubleshooting; cases that pass are posted to the review channel.
4. Support tumour segmentation when a T1c sequence is present.
5. After the radiologist's review, prepare the thresholding file with their changes, and apply the decision on which tracts come from the legacy pipeline and which from the current one.
6. Create the final result folder and hand the case on for delivery.

7. Record tracts and cases that fail repeatedly, so the pipeline team can investigate.

8. First and second level customer support

9. Answer questions and requests from hospitals and internal teams by phone, email, chat or in person.

10. Diagnose and resolve problems with software, data, networks and hardware at the customer site.

11. Guide users through troubleshooting steps such as checking connections, triggering the required commands, applying a manual bypass, reinstalling software and making results available to the customer.

12. Explain technical issues clearly and patiently, without jargon, including to frustrated or confused users.

13. Tickets, bugs and documentation

14. Create and manage support tickets so that every issue is tracked to resolution within agreed timelines.

15. Log, reproduce and follow up on bugs with the engineering and ML teams.

16. Record problems and solutions in the knowledge base, and escalate complex or unresolved issues to the right team.

17. Manage customer complaints and plan your workload so that no case waits without an owner.

18. Coordination and compliance

19. Turn comments from the neuro-anatomy reviewer and the radiologist into correct, specific actions on the case.

20. Follow channel and template discipline, keep file versions clear, and close the loop on every handoff.

21. Follow company policies and the compliance requirements that apply to us, including ISO and FDA requirements and HIPAA-level handling of patient data.

22. Collect customer feedback and share what you learn with the team to improve the support process.

Shifts, travel and relocation

• Rotational shifts as per roster. Current shifts are 4:00 AM to 12:00 PM, 2:00 PM to 11:00 PM, 11:00 PM - 7:00 AM and timings may change as coverage needs grow.
• Six-day work week with one rotational weekly off.
• Weekend and public holiday duty is shared across the team by roster, because many elective surgeries are scheduled on holidays.
• Willingness to travel to hospitals when required.
• Willingness to relocate to the Bangalore office.

Who you are

• 1 to 3 years of experience in technical support, application support or a similar role. Experience supporting hospitals, imaging or healthcare software is a strong advantage.
• Bachelor's degree in biomedical engineering, computer science, electronics and communication, AI/ML, medical imaging technology or a related field.
• Clear and courteous communication with customers and with colleagues.
• Structured troubleshooting and problem solving, with the habit of finding the root cause.
• Coding background in Python. Java is preferred.
• Quick to learn and quick to implement, and comfortable working independently.
• Good planning, and a high sense of responsibility and accountability for every case you touch.