PFB the for the Technical Support Specialist role for your better understanding along with company details as well.

Timings- 02:30 pm to 11:30 pm IST (Tentative)

Location- Noida (Sec-142)

Mode- Work from the Office (3 Days from the office and 2 Days from Home)

About the Role:

We are looking for a HITL Technical Support Specialist to join our Technical Support team. In this hybrid role, you will own the day-to-day monitoring, quality assurance, and operational management of the Human-in-the-Loop (HITL) layer within our AI Operational Assistant: Patient Concierge solution, while also providing Tier 2 technical support and issue triage for post-go-live Perioperative Care Coordination (PCC) clients.

You will serve as a critical bridge between Qventus’s AI platform, clinical operations, and health system customers — ensuring HITL workflows maintain accuracy, quality, and trust, while also diagnosing and resolving the technical issues that arise after go-live. The ideal candidate brings a sharp eye for operational quality, comfort with data and EHR workflows, and the communication skills to translate complex system behavior for both technical and non-technical stakeholders.

Key Responsibilities:

HITL Monitoring & Triage

- Track and monitor HITL queues, workflows, and SLAs (response times, volumes, backlog) to ensure timely human review of edge cases and AI-generated outputs.
- Review a statistically representative sample of HITL-reviewed interactions daily for quality, consistency, and slippage.
- Identify trends in HITL overrides, error types, model misclassifications, and systematic drift — surfacing actionable insights to product and R&D; teams.
- Triage escalations (urgent or ambiguous cases) into appropriate workflows (clinical review, system bug, escalation to CS, etc.).
- Maintain escalation paths, decision logic rules, and guardrails in partnership with clinical, product, and operations stakeholders.

Technical Support & Issue Resolution





- Provide technical support to clients on post-go-live PCC solutions, or escalate to appropriate technical teams (DI, Product, Engineering) when warranted.
- Lead root cause analysis (RCA) for recurring or high-impact issues: interpret logs, validate data pipelines, reproduce errors, and document findings.
- Perform light technical work as needed — SQL queries to validate data, review ETL/HL7 payloads, or support configuration troubleshooting in coordination with Data Integration Engineers.
- Collaborate with Data Integration, Data Engineers, Clinical Operations Consultants, and Product Specialists to identify and implement client-value-driving solutions post-deployment.
- Manage support SLAs and OLAs in accordance with contractual thresholds, keeping clients informed and escalations on track.

Operations & Process Improvement

- Partner with Implementation and Support teams to monitor HITL performance metrics against contractual thresholds.
- Identify process improvement opportunities and create structured approaches to close gaps in HITL logic or support workflows.
- Maintain SOPs, escalation playbooks, decision guidelines, and knowledge base documentation for HITL operations.

Cross-Functional Collaboration & Client Engagement

- Serve as the “voice of HITL” in client engagements — support issue triage, explain AI logic, and represent operational quality to health system stakeholders.
- During client go-live and hypercare, provide heightened HITL oversight, support triage surges, and manage transitions to steady state.





Risk & Quality Assurance

- Proactively scan for edge cases, unexpected behavior, drift, or performance regressions in HITL logic and patient-facing AI outputs.
- Maintain documentation informing R&D; of necessary decision rule or logic adjustments.
- Ensure compliance with privacy, security, and clinical governance standards across all HITL and support operations.

What We’re Looking For

- General familiarity with the US healthcare system — understanding of clinical workflows, EHR environments, and patient communication is a plus.
- Experience with or strong exposure to monitoring human-in-the-loop systems, quality review processes, or AI/automation operations.
- Experience in technical support, including SLA management, issue triage, and escalation coordination in a healthcare or SaaS context.
- Proficiency in SQL and comfort with ETL/data pipeline concepts; ability to run queries to validate data and support root cause analysis.
- Strong organizational skills and attention to detail — able to manage queues, track SLAs, and maintain documentation in a fast-paced workplace.
- Excellent written and verbal communication skills — able to distill ambiguous technical cases and escalation rationale for both technical and non-technical audiences.
- Experience working cross-functionally with multiple internal and external teams to manage concurrent workstreams.
- Ability to operate in a fast-paced, ambiguous environment while balancing rapid iteration with quality and risk controls.

Pay: ₹800,000.00 - ₹1,400,000.00 per year

Benefits

- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund

Application Question(s):
- Your current location is?
- How many years of US Healthcare experience do you have?
- Your Notice period is?

Work Location: In person

📌 Technical Support Specialist - Healthcare (Noida)
🏢 Infostride Technologies
📍 Noida