Senior Technical Customer Support Engineer - Ticketing System

Description : 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 : - Bachelors 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 Description : 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 engi