Job Title

Position: Senior Technical Customer Support EngineerLocation: Hyderabad, Telangana, IndiaWork Hours: Fully aligned with U.S. Eastern Standard Time (EST) hours — must be available for customer calls, collaboration with U.S. teams.Reporting To: Technical Support Lead / ManagerRole 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.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: Best in the Industry