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Customer Support Engineer
Full-time
About Helfie:
Helfie is on a mission to redefine global preventative healthcare.We’re pioneering an entirely new operating system for human health – empowering billons with instant, affordable health checks and AI-driven insights. Our vision is to build trust, drive organic engagement, and make preventative healthcare a reality for all 8 billion of us.
Join us as we revolutionise the healthcare landscape and make early detection and prevention accessible to everyone.
About the role:
As a Customer Support Engineer, you are the first human our users reach when something isn’t working, and the person who makes sure they leave the conversation reassured, understood and back on track. Helfie is a regulated health product, so the quality, accuracy, and care you bring to every interaction matters enormously. You won’t just close tickets, you’ll be the voice of the customer inside the company, turning recurring issues into product improvements.
Based in Helfie’s Hyderabad office, this role sits at the intersection of our customers, product and engineering teams, owning the front line of support for a mobile app that millions trust with their health.
You’ll operate within an AI Agent-first organisation, where AI tools are embedded into daily workflows and every team member is expected to use them proactively to work faster and better.
Key responsibilities:
Own the first-line response to customer queries and issues across all support channels, providing timely, empathetic, and clear communication.
Troubleshoot and resolve product issues directly where possible, guiding users through the app, its AI health checks (heart rate, blood pressure, cough, skin, and more), account and login flows, and common how-to questions.
Triage incoming issues: distinguish user error, configuration, and genuine product defects, gathering the right detail (steps to reproduce, device, screenshots, logs) before escalating.
Escalate technical and platform issues to the engineering teams with clear, well-documented tickets, and track them through to resolution on the customer’s behalf.
Act as the voice of the customer internally - surfacing recurring pain points and themes to product and engineering to drive improvements.
Manage and prioritise the support queue in Jira, keeping tickets accurate, up to date, and within response and resolution targets.
Maintain and grow the support knowledge base and help content in Confluence (FAQs, troubleshooting guides and canned responses).
Keep accurate records of customer interactions and issue handling, consistent with the expectations of a regulated health product.
Collaborate closely with clinical / regulatory, QA, and engineering to ensure customer facing answers about health features are accurate and appropriate.
Leverage AI agents and tools to draft and refine responses, summarise and cluster tickets, surface relevant knowledge base content, and automate routine support tasks.
Skills & experience:
Must-Have Background
3\+ years in a customer support, technical support, or customer success role, ideally for a software, SaaS or app-based product.
Experience with support and ticketing tools (Jira, Zoho, Zendesk, or similar) and a track record of writing clear, reusable help documentation.
Comfortable navigating mobile and web apps and basic technical concepts such as logins and authentication, app settings, and common error patterns.
Troubleshooting & Technical Aptitude
A strong troubleshooting mindset - methodical, curious, and good at narrowing down a problem and reliably reproducing it.
Able to capture the right diagnostic detail and write defect tickets that engineers can act on without back-and-forth.
Comfortable using AI tools (LLMs, AI-assisted help-desk and knowledge tools, and AI-powered workflows).
Communication & Mindset
Excellent written and verbal communication - able to explain things simply and patiently to non-technical users.
A customer-first attitude with patience, empathy and a genuine sense of ownership over getting issues resolved.
Sound judgment around sensitive health information and the discretion a regulated product demands.
Benefits:
Opportunities for professional growth and creative development.
Flexible working hours with remote work options.
A vibrant, collaborative team environment.
