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