Technical Support Engineer

Company Description

Pharma Allscan Tech LLP (AllScan) is a technology company serving the pharmaceutical and healthcare industry. AllScan is the first company to develop a vision-based, barcode-free scanning solution for the pharmaceutical supply chain, supporting warehouses, distributors, retailers, pharmacies, and hospitals. We build state-of-the-art platforms that improve operational efficiency, accuracy, and decision-making for our clients, backed by responsive, hands-on support.

Our team works closely with industry stakeholders to understand real-world challenges and deliver practical, high-impact solutions. We value continuous learning, problem-solving, and professional growth for technical professionals.

Role Description

This is a full-time, on-site Technical Support Engineer role based in Mumbai. The Technical Support Engineer is the first point of contact for customer-reported issues across AllScan's products, providing first- and second-level support, including incident logging, diagnosis, and resolution within defined SLAs. Responsibilities include troubleshooting technical issues, reproducing problems, analyzing logs, and coordinating with development and product teams on complex cases.

Using remote-access tools (for example, UltraViewer or AnyDesk), the engineer guides users through solutions, maintains knowledge-base documentation, and provides clear updates on case status. The role also extends beyond reactive support to testing releases before they reach customers, maintaining data quality, and monitoring product usage to identify and address at-risk accounts early. The Technical Support Engineer will additionally assist with installations, configuration, and basic user training, and contribute feedback to improve product stability, usability, and performance.

Qualifications

• Strong technical support and troubleshooting skills, with the ability to diagnose and resolve software and system issues efficiently, primarily in Windows environments.
• Demonstrated analytical skills to investigate root causes, interpret logs, and propose practical, sustainable solutions rather than repeated short-term fixes.
• Proven customer support and customer service capabilities, including clear communication, patience, and a client-focused approach with non-technical users.
• Familiarity with ticketing or helpdesk tools, remote-support tools (e.g., UltraViewer, AnyDesk, TeamViewer), and basic networking or operating-system concepts.
• Comfort working with data in Excel or Google Sheets (cleaning, filtering, and basic formulas).
• Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Ability to work on-site in Mumbai, manage priorities in a fast-paced environment, and collaborate effectively with cross-functional teams.
• Experience in pharma, healthcare, or regulated technology environments is an advantage, as is exposure to databases or basic scripting.