Technical Support Engineer

Senior Technical Customer Support Engineer Location: Hyderabad, Telangana, India Work 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 / Manager 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.