Customer Support Engineer - Zendesk System

Job Description:

Helfie.ai: Customer Support Engineer

About Helfie:

Helfie is on a mission to redefine global preventative healthcare. Were pioneering an entirely new operating system for human health empowering billions 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 isnt working and the person who makes sure they leave the conversation reassured, understood, and back on track. Based in Helfies Hyderabad office, you sit at the intersection of our customers, our product, and our engineering teams, owning the front line of support for a mobile app that millions trust with their health.

Because Helfie is a regulated health product, the quality, accuracy, and care you bring to every interaction matters enormously. You wont just close tickets youll be the voice of the customer inside the company, turning recurring issues into product improvements. Youll 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 customers 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 so you can spend more time on the cases that need a human.

Skills & Experience:1. 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 logins and authentication, app settings, and common error patterns without needing to be an engineer.

2. 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 engineers can act on without back-and-forth.

• Comfortable using AI tools (LLMs, AI-assisted help-desk and knowledge tools, and AI-powered workflows) as a normal part of getting support work done.

3. 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:

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and creative development.

• A vibrant, collaborative team environment.

Equal Opportunity Statement:

Helfie.ai is an Equal Opportunity Employer. We will not discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy or sexual orientation. We encourage applications from a wide range of candidates and selection for roles will be based on individual merit alone.

Office Hours and Work Location:

This role is a position based in one of Helfies offices located around the world.

The roles minimum availability times is 9am to 5pm local office time.

The role is a full-time role and is required to work the hours necessary to achieve its purpose in collaboration with a broad, geographically and time availability complex team. It should be expected to require at times varied work hours to collaborate with international groups, organisations, and colleagues at times suitable for them. This will include weekend work, as well as early and late hours.

Work outside of normal office hours can be taken in lieu.

Role Type, Conflicts of Interest and Probationary Period:

• This role is offered as a Permanent Full-Time role as an employee of Helfie.ai.

• Helfie.ai retains ownership of all intellectual property you develop or originate within this role.

• You are required to make known to Helfie.ai management immediately any conflicts of interest with responsibilities or activity with other organisations that have commercial or intellectual property interests overlapping with the business, research, or innovation domains that Helfie pursues. This includes healthcare, blockchains, cryptocurrency, information theory, data science, cryptography, and technology innovation.

• Failure to secure written permission for conflicts of interest is immediately dismissible and further subject to prosecution for recovery of damages and assertion of the legal ownership of any intellectual property created from the intellectual assets of Helfie.

• Information Security is critically important to Helfie. Disclosure without written approval by an executive manager of Helfies ways of working, methods, areas of interest, research, investments, strategies and other proprietary, commercial, or intellectually sensitive information can incur severe restrictions, immediate dismissal, and prosecution for recovery of financial damages such as future earnings and criminal charges.

• The probationary period for this role is 6 months from commencement with a one-week dismissal notice period during that time.