Company: Projile Corporation (Aztute Platform) Location: India (Remote) Type: Full-Time Contractor Shift: Evening/Night Shift (to support North American clients) Industry: Health Tech | SaaSAbout ProjileProjile Corporation is a technology consulting and product development firm specializing in building and scaling cloud-based B2B SaaS solutions for healthcare, public sector, and community-based organizations.Projile has launched Aztute Community Health, a fast-growing community health platform that enables healthcare providers, payers, and social care organizations to deliver integrated, whole-person care across North America.With a global team and a rapidly growing client base in the U.S. and Canada, we are focused on delivering mission-driven technology that improves health outcomes and operational efficiency.About the role-We are looking for a SaaS Software Support Specialist to provide responsive, high-quality support to our North American clients during evening/night hours (India time).This role is critical in ensuring smooth day-to-day client operations by troubleshooting issues, communicating clearly with clients (primarily via email), and coordinating effectively with the India-based development team for timely resolution of more complex issues.In addition to client support, you will also contribute to light configuration and testing activities when support volumes are lower, making this a well-rounded role at the intersection of client support, technical troubleshooting, and solution operations.Key ResponsibilitiesClient Support & Communication- Act as the primary point of contact for client support during assigned shift hours.- Respond to client queries promptly via email (and occasional calls), ensuring clear and qualified communication.- Provide timely updates, set expectations, and ensure high levels of client satisfaction.Troubleshooting & Issue Management- Diagnose and troubleshoot SaaS platform issues, including workflows, forms, notifications, and data-related concerns.- Perform initial Root Cause Analysis (RCA) and resolve L1/L2 issues where possible.- Clearly document issues and prepare detailed handoffs (“tee-up”) for L3/development teams to enable quick resolution in the next cycle.Collaboration & Escalation- Work closely with the India-based development and QA teams to track and resolve issues.- Ensure proper prioritization, escalation, and follow-up of tickets.- Maintain accurate and structured documentation in the ticketing system for continuity across shifts.Configuration & Testing Support- Assist with light configuration tasks (forms, workflows, notifications, user settings) when support volumes permit.- Participate in testing and validation of bug fixes and new releases.- Support QA efforts by verifying fixes and ensuring proper issue closure.Minimum Qualifications- Excellent English communication skills (written and verbal), especially for client-facing email communication.- 1–4 years of experience in SaaS support, product support, or technical support roles.- Strong troubleshooting and analytical skills with attention to detail.- Ability to clearly document issues and communicate technical findings.- Comfortable working in evening/night shifts aligned with North American time zones.Technical Skills- Basic understanding of SaaS platforms and web applications.- Working knowledge of SQL (for basic queries and data validation).- Familiarity with APIs (REST/Postman) and JSON is a plus.- Experience with ticketing tools (e.g., Jira, Zendesk, Freshdesk) is preferred.Preferred (Not Required)- Experience supporting healthcare or health tech platforms.- Exposure to workflows, low-code platforms, or configuration-driven systems.- Familiarity with healthcare data standards (FHIR, HL7, CCDA).Key Traits for Success- Highly responsive and dependable in client communication.- Strong ownership mindset — follows through until resolution.- Organized and detail-oriented in documenting and tracking issues.- Collaborative and comfortable working across teams and time zones.Why Join Projile / Aztute?- Mission-driven work: Contribute to solutions improving healthcare and community outcomes.- Growth opportunities: Expand into configuration, QA, or product-focused roles.- Global exposure: Work with North American clients and distributed teams.- Remote-first culture in a fast-growing, high-impact environment.