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, solid 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.

📌 Technical Support Engineer (Hyderabad)
🏢 Biz Hr It Solutions
📍 Hyderabad