Senior Technical Customer Support Engineer

Position:

Location:

Work Hours:

Reporting To:

Role Summary:

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 userbase. • 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.

Salary: