Support Technician | scanO
Company: Trismus Healthcare Technologies Pvt. Ltd. (scanO)
Location: Pune, Corporate Office
Employment Type: Full-time, In office
Reports To: Head of Customer Support / OperationsWorking Days: 6 days per week
Schedule: Monday–Saturday or Sunday–Friday, based on team allocation
About scanO
scanO builds AI-powered oral health screening solutions for dental clinics, including scanO air, our screening unit; scanO engage, our practitioner platform; and scanO care, our patient app.
Over 400 units are live across clinics in India, the UK, UAE, and South Africa. When something does not work, clinics rely on our support team. How quickly and effectively we resolve those issues directly impacts their experience with scanO.
Role Overview
We are looking for a technically strong and customer-focused Support Technician to join our support desk.
Clinics will reach out through email, phone, and WhatsApp with issues ranging from “the scan will not start” to “this AI report looks incorrect.”
You will diagnose issues, resolve what you can remotely,
escalate technical problems to the appropriate engineer or field technician, and follow through until the clinic is operational again.
You will also maintain accurate records of our installed device fleet and help convert real customer issues into actionable feedback for our product, engineering, ML, and clinical teams.
This is a technical support role, not a call centre role. You should be able to understand how the device, application, and network work together well enough to isolate and troubleshoot faults remotely.
Key Responsibilities
1. Own the Support Queue
Respond to support requests received through
[email protected], phone, and WhatsApp within defined response timelines. Log every issue, maintain accurate statuses, and close the loop with the clinic.
2. Diagnose Issues Remotely
Troubleshoot device, application, connectivity, and user-related issues through phone, chat, and screen shari
📌 Support Technician (India)
🏢 scanO AI
📍 India