Technical Support Engineer

Sr. Technical Customer Support Engineer

Location: Hyderabad

Experience: 6+ years

Work Hours: U.S (EST) hours

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 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.