Technical Support

Employment Type: Full Time

Location: Remote

Experience: Technical Support, IT Support, Application Support, Product Support, or Helpdesk Roles

Company Description

Scry AI is a research-led enterprise AI company that builds intelligent platforms for BFSI, insurance, logistics, and industrial enterprises to improve efficiency, insight, and compliance. Our product suite includes Auriga for conversational AI, Collatio for document intelligence, and Concentio for cognitive IoT and operational intelligence. These platforms help clients convert complex, fragmented data into actionable enterprise intelligence.

We are looking for a Technical Support professional to troubleshoot technical issues, assist users, and ensure reliable operation of Scry AI’s enterprise platforms. This role is critical in diagnosing problems, coordinating resolutions, and providing timely technical assistance to clients and internal teams.

Role Overview

As part of the Technical Support team at Scry AI, you will be responsible for investigating application and system-related issues, assisting users, and coordinating with engineering and product teams to resolve complex technical problems. You will monitor support requests, document resolutions, and help maintain a consistent support experience.

This role is ideal for someone who is technically curious, analytical, and comfortable troubleshooting software and system issues in a fast-paced technology environment.

Key Responsibilities

Technical Troubleshooting & Issue Resolution

• Investigate and resolve application, system, configuration, and user-related issues
• Diagnose technical problems using logs, system information, and troubleshooting procedures
• Provide clear instructions and resolutions to users
• Escalate complex issues to engineering or relevant technical teams

Application & Product Support

• Provide technical assistance for Scry AI’s applications and platforms
• Help users understand system functionality, configurations, and workflows
• Support troubleshooting during onboarding, implementation, and ongoing product usage

Ticket Management & Escalation

• Log, categorize, prioritize, and track technical support requests
• Monitor open issues and ensure timely follow-ups
• Coordinate escalations with engineering, DevOps, product, and implementation teams
• Maintain accurate records of incidents, troubleshooting steps, and resolutions

System Monitoring & Incident Support

• Monitor application and system performance where required
• Identify recurring technical issues and potential service disruptions
• Assist with incident investigation, root cause analysis, and resolution tracking
• Support post-incident documentation and preventive actions

Documentation & Knowledge Management

• Create and maintain troubleshooting guides, FAQs, and technical documentation
• Document recurring issues and proven resolution procedures
• Contribute to internal knowledge bases for faster issue resolution

Cross-Functional Collaboration

• Work closely with engineering, QA, DevOps, product, and client-facing teams
• Communicate technical issues clearly to both technical and non-technical stakeholders
• Share recurring support patterns and product feedback with relevant teams

Required Qualifications and Skills

• Experience in technical support, application support, IT support, or related roles
• Strong troubleshooting and analytical skills
• Understanding of web applications, APIs, databases, networks, and operating systems
• Ability to interpret logs and diagnose application or system-level issues
• Familiarity with ticketing, incident management, and support platforms
• Basic knowledge of SQL, REST APIs, cloud environments, or scripting is preferred
• Strong written and verbal communication skills
• Ability to manage multiple technical issues and priorities simultaneously

Our Ideal Candidate

• Is technically curious and solution-oriented
• Can systematically diagnose and resolve technical issues
• Communicates technical information clearly to users and stakeholders
• Takes ownership of issues through resolution
• Collaborates effectively with engineering and product teams
• Thrives in a fast-paced, technology-driven environment
• Is interested in AI, enterprise software, and technical problem-solving

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