Customer Support Engineer

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

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Act as primary technical contact for escalated customer issues — through calls, remote sessions, email/chat.

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Troubleshoot, diagnose and resolve complex software/hardware/cloud/integration/API/networking issues.

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Translate technical issues into clear communication for customers and internal stakeholders: status updates, workarounds, next-steps.

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Work during EST hours, collaborating with U.S. customers, support, engineering, product teams in overlapping windows.

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Manage the full support lifecycle: ticket intake → diagnosis → resolution → documentation → closure.

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Create and maintain clear documentation (knowledge-base articles, SOPs, support workflows) and contribute to continuous improvement.

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Proactively identify recurring issue patterns/trends, work with engineering/product teams on root-cause analysis and permanent fixes.

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Meet support metrics/KPIs such as customer satisfaction (CSAT), first-contact resolution, average time-to-resolve, proper documentation.

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Handle urgent/live-incident support when required during EST hours — coordinate bridge calls, provide status, drive resolution.

Required Skills & Qualifications

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Bachelor’s degree in Computer Science / Engineering / Information Technology, or equivalent experience.

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6+ years of technical support, customer-facing support/engineering or similar role, with strong hands-on troubleshooting experience.

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Proven experience interfacing directly with customers (calls, remote sessions), owning resolutions and communicating effectively.

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Excellent verbal and written communication skills — able to engage U.S. customers, translate technical language into business language.

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Technical aptitude: diagnosing and resolving software, infrastructure/cloud, integrations/APIs, networking issues relevant to the product/service.

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Experience with support ticketing/CRM systems (Zendesk, Jira Service Desk, ServiceNow etc.), remote support tools, knowledge-base platforms.

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Strong organisational skills, ability to prioritise high-impact issues, work under pressure, manage multiple escalations.

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Customer-centric mindset, strong ownership of issues through to resolution.

Preferred / Nice-to-Have

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Experience supporting enterprise customers or SaaS/cloud-based products with global user-base.

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Familiarity with scripting or automation (Python, Shell) to build or support self-service/triage tools.

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Experience with monitoring/observability tools and incident-management frameworks.

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Prior experience working U.S. time-zones (EST) from India or within a global support shift context.

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Certification such as ITIL Foundation or comparable customer support framework.

What We Offer

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A direct hands-on technical role with customer-facing impact and collaboration across global teams.

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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.

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Competitive compensation aligned with Hyderabad market.

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Flexible working arrangements (remote/hybrid), training & development, recognition culture focused on excellence in support.