Associate Technical Support Consultant

Altera Digital Health is a fast‑growing health‑technology firm that builds end‑to‑end digital solutions for hospitals, clinics and large health‑care networks across India. Leveraging cloud platforms, AI‑driven analytics and secure data pipelines, Altera enables clinicians to access patient records, schedule appointments and monitor outcomes from any device. The company’s mission is to make high‑quality health‑care affordable and accessible through innovative software that complies with stringent regulatory standards such as HIPAA and the Indian Personal Data Protection Bill.

With offices in Pune and Vadodara and a distributed workforce, Altera has been recognised for its collaborative culture, rapid product cycles and a strong focus on employee learning.

The role of Associate Technical Support Consultant is designed for fresh engineering graduates who are eager to start their career in IT support within the health‑tech domain. As a first‑line support professional, you will be the voice of the company for enterprise customers, helping them resolve technical issues quickly and ensuring a smooth user experience with Altera’s flagship health‑care platform. You will work closely with development, database and infrastructure teams, gaining exposure to the full product lifecycle while sharpening your troubleshooting and communication skills.

Key Responsibilities

• Respond to incoming tickets on ServiceNow or the internal ticketing tool, providing timely first‑level support.
• Diagnose and resolve application errors, connectivity problems, and configuration issues on Windows workstations.
• Analyse log files, reproduce bugs, and document steps taken to reach a resolution.
• Escalate complex incidents to senior engineers, providing clear hand‑off notes.
• Collaborate with database administrators to run basic SQL queries for data validation.
• Assist in the creation and maintenance of knowledge‑base articles for recurring issues.
• Monitor SLA adherence and generate daily/weekly support metrics.
• Participate in on‑call rotation, covering evening, night and weekend shifts as required.
• Attend product training sessions to stay updated on new releases and features.
• Provide feedback to product teams on usability and recurring pain points.

Tech Stack: Windows 10/11, ServiceNow/ITSM, SQL (MySQL/SQL Server), basic Python or PowerShell scripting, networking fundamentals (TCP/IP, DNS, ports), ITIL concepts, and exposure to cloud‑based health‑care SaaS platforms.

Growth Path: Starting as an Associate Consultant, high performers can progress to Senior Technical Support Engineer, then to Support Team Lead, and eventually move into Product Management or Solutions Architecture roles, leveraging the deep domain knowledge acquired on the job.

Why Join Altera: You will be part of a mission‑driven organization that directly impacts patient care, receive structured training on enterprise health‑care software, and enjoy the flexibility of a work‑from‑home setup with a supportive team that values continuous learning and career advancement.