Technical Support Executive
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Support customers using Graph AI’s Pharmacovigilance and Drug Safety solutions, helping resolve application issues and keeping incidents moving toward resolution. The role combines technical troubleshooting, functional guidance, and close coordination with internal teams to deliver a reliable customer experience.Provide first- and second-level technical support across email, tickets, phone, and virtual meetingsTroubleshoot application issues, analyze logs and error reports, and manage incidents within defined SLAsSupport customers with case processing, workflows, access, configurations, and reportingCoordinate with Product, Development, QA, and Infrastructure teams to resolve complex issuesMaintain support documentation, track recurring issues, and contribute to process and knowledge-base improvements