L3 Senior Software Support Engineer

Role & responsibilities

Job Title: L3 Senior Software Support Engineer (Network & Applications)

Job Location: Mumbai (Base) Open to regular travel across India

Employment Type: Full-Time, Permanent

Industry: Healthcare / Medical Devices / IT Services & Consulting

Functional Area: IT Software - Application Programming & Support / Network Engineering

Role Purpose

Owns the technical depth on both sides of the sale: presales network/hosting design conversations with

hospital IT, and post-sales escalations that L1 cannot resolve software bugs, hardware-software

interface faults, and complex network issues. Acts as the bridge between live-site issues, the presales

process, and the development team.

Key Responsibilities

• Presales: lead technical discussions with hospital IT on hosting environment for CREA/UCP servers, service sizing, and network design for inter-room live streaming both WebRTC traffic and VOIP

over fiber.

• Post-sales escalation: own issues L1 cannot resolve web application faults, NAS data-push failures, streaming disruptions, firewall policy conflicts, capture card and hardware-software interface issues.
• Perform root-cause analysis using logs and application traces; reproduce faults remotely or on-site where needed.
• Interface with the development team to log, prioritise and validate fixes; verify before pushing to live sites.
• Provide technical backup during high-stakes demos and new installations, including on-site when required.
• Feed confirmed defects back to QC and maintain runbooks so more issues can be handled at L1 over time.
• Travel to sites across India as a regular part of the role, not an exception.

Preferred candidate profile

• 3-6 years in senior technical/application support or network engineering, ideally with hardwareintegrated software products.
• Strong grasp of networking and infrastructure design IP/VLAN, firewall policy, WebRTC and VOIP/fiber network traffic, server hosting/sizing considerations.
• Strong software troubleshooting application-level debugging, logs, config issues plus comfort with hardware-software interfaces (capture cards, video routing).
• Comfortable leading a technical conversation directly with hospital IT teams, and translating field symptoms into a reproducible description for developers.
• Calm under pressure; mobile and willing to travel across India, including short notice.

Good to Have

• Prior experience with medical device software, OR integration systems, or hospital IT/network environments.
• Hands-on WebRTC, VOIP, or streaming infrastructure design experience.
• Basic scripting (Python/SQL) for log analysis.