Technical Support Engineer – Unity Software

India (Remote) · India · 2+ years experience · Remote · Posted Sep 29, 2026

At a glance

Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.

The Technical Support Engineer will handle inbound customer calls regarding the Unity Software suite and assist laboratory customers in resolving software-related issues.
The role involves documenting interactions in Salesforce and managing cases through to resolution, while collaborating with a team of specialists.
The position offers the opportunity to work on new product offerings within the field of laboratory healthcare.

Assist clinical laboratories using the Unity software suite.
Handle customer calls for requests and complaints according to procedures.
Meet or exceed performance metrics.
Take ownership of customer relationships and resolve Unity software issues.
Log and document cases in Salesforce Lightning CRM.
Manage cases through to resolution and closure.
Learn and master Unity software product offerings.
Participate in scheduled calls to support software installations, upgrades, or complex issue resolution.

Bachelor’s degree in IT, computer science, or a related technical field, or an Associate’s degree with at least 2 years of relevant experience.
Minimum of 2 years of customer service or call center experience.
Strong English communication skills (written and verbal).
Willingness to work U.S. service hours (Monday–Friday, 5 AM–4 PM Pacific Time).
Strong problem-solving skills with a customer-focused approach.

Experience supporting U.S.-based customers.
Experience with Salesforce Lightning CRM.
Familiarity with D365.
Background in IT within life sciences, biotech, or medical/laboratory environments.
Knowledge of SQL Server and TCP/IP connections.
Understanding of quality control (QC) principles and QC data management tools.
Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect.
Availability to work the later shift (7 AM–4 PM Pacific Time).