Role: Senior Technical Customer Support Engineer Role Summary As a Senior Technical Customer Support Engineer, you will engage directly with customers (via calls, remote sessions, email/chat) responsible for diagnosing and resolving complex technical issues (Tier 2/3 level) while maintaining high-quality communication across global teams. This role requires working during U.S. EST hours, excellent verbal and written skills, and the ability to translate technical problems into business-friendly language. Key Responsibilities • Act as primary technical contact for escalated customer issues — through calls, remote sessions, email/chat. • Troubleshoot, diagnose and resolve complex software/hardware/cloud/integration/API/networking issues. • Translate technical issues into clear communication for customers and internal stakeholders: status updates, workarounds, next-steps. • Work during EST hours, collaborating with U.S. customers, support, engineering, product teams in overlapping windows. • Manage the full support lifecycle: ticket intake → diagnosis → resolution → documentation → closure. • Create and maintain clear documentation (knowledge-base articles, SOPs, support workflows) and contribute to continuous improvement. • Proactively identify recurring issue patterns/trends, work with engineering/product teams on root-cause analysis and permanent fixes. • Meet support metrics/KPIs such as customer satisfaction (CSAT), first-contact resolution, average time-to-resolve, proper documentation. • Handle urgent/live-incident support when required during EST hours — coordinate bridge calls, provide status, drive resolution. Required Skills & Qualifications • Bachelor’s degree in Computer Science / Engineering / Information Technology, or equivalent experience. • 6+ years of technical support, customer-facing support/engineering or similar role, with strong hands-on troubleshooting experience. • Proven experience interfacing directly with customers (calls, remote sessions), owning resolutions and communicating effectively. • Excellent verbal and written communication skills — able to engage U.S. customers, translate technical language into business language. • Technical aptitude: diagnosing and resolving software, infrastructure/cloud, integrations/APIs, networking issues relevant to the product/service. • Experience with support ticketing/CRM systems (Zendesk, Jira Service Desk, ServiceNow etc.), remote support tools, knowledge-base platforms. • Strong organisational skills, ability to prioritise high-impact issues, work under pressure, manage multiple escalations. • Customer-centric mindset, strong ownership of issues through to resolution. Preferred / Nice-to-Have • Experience supporting enterprise customers or SaaS/cloud-based products with global user-base. • Familiarity with scripting or automation (Python, Shell) to build or support self-service/triage tools. • Experience with monitoring/observability tools and incident-management frameworks. • Prior experience working U.S. time-zones (EST) from India or within a global support shift context. • Certification such as ITIL Foundation or comparable customer support framework. What We Offer • A direct hands-on technical role with customer-facing impact and collaboration across global teams. • Exposure to U.S. customers and high-visibility escalations — opportunity for career growth into Senior Support Engineer Lead, Technical Account Management, or Customer Success roles. • Competitive compensation aligned with Hyderabad market. • Flexible working arrangements (remote/hybrid), training & development, recognition culture focused on excellence in support.
About the Company : Aptroid Consulting (India) Pvt Ltd (Division of Zeta Global – Product Development Company): Aptroid Consulting (India) Pvt Ltd is a Web Development company focused on helping marketers transforms the customer experience increasing engagement and driving revenue, customer data to inform and drive it in every interaction in real time and with each individual behavior possibly. In today's consumer market, Aptroid marketers provide more sources than any other vendor allowing them to capture customer behavior to make them easily the most unique in the level of leverage behaviors that helps to automate the mutual giving an almost unlimited number of choices in advertising - the company has the best-in-breed technology solutions for marketers is committed to allow synchronization. Email and marketing automation with strong roots, Aptroid provides advertising and more engaging experiences for customers, which has evolved to provide efficient processes for business. A multi-channel customer behavior and leverage automation to capture the strong foundation of the e-mail exchange rates with most appropriate tools and techniques to drive customer communication and expanded its focus. Easily the most unique marketing company that can automate interactions built on top of a strong base with the best features of email marketing and marketing automation. Aptroid provides marketing programs for some of the world's leading proprietary trading assets and capabilities of the forces in end of the end of the company's portfolio. Expertise encompassing all digital marketing channels - email, display, social, search and mobile. Stay in touch with us for more updates. About the Role : We’re looking for Full Stack Engineers with a backend focus who can help scale this mission-critical system. This is a complex, high-impact engineering role that goes far beyond CRUD apps — you’ll work with recommendation engines, data pipelines, and distributed systems deeply integrated into our ad infrastructure. Responsibilities : Build and maintain distributed backend services in Scala, leveraging ZIO, Akka, and functional programming for real-time personalization and recommendations Design and manage streaming pipelines using Akka Streams or ZIO Streams Work with large-scale Postgres datasets and multi-system data pipelines involving SQS, SNS, and Kinesis Partner with data scientists and product engineers to integrate recommendation logic into ad serving systems Occasionally contribute to our Angular front end and Lua-based ad server logic Deliver production-grade code with strong attention to scalability, observability, and maintainability Qualifications : Must-Have Experience Production-grade backend development in Scala, with deep understanding of functional programming principles (ZIO, Cats, etc.) Experience with distributed systems, asynchronous processing, and streaming architectures Proficiency in PostgreSQL and working with large-scale structured data Hands-on experience with message queueing and event streaming systems like SQS, SNS, or Kinesis Strong reasoning about user behavior, recommendation algorithms, and lifecycle event tracking Exposure to PLAY framework Nice to Have Familiarity with the AWS ecosystem and Infrastructure-as-Code tools (Terraform, CDK, etc.) Experience with Angular and/or Lua Prior work in ad tech, real-time bidding systems, or recommendation engines