Technical Support Specialist – Product Support (US Shift)
Kodecorp Technology Solutions Pvt Ltd
Location
Hyderabad (Work from Office)
Experience
5+ Years
Shift
US day shift (approx. 6:00 PM – 3:00 AM IST); includes flexibility around US holidays and DST changes
Reports To
Support Team Lead / Manager, Product Support
Employment Type
Full time
About the RoleKodecorp is looking for a Technical Support Specialist to be the first point of contact for our US-based field users when they run into issues with our mobile and web applications. This is a phone-first support role — you'll be talking directly to end users in the field and their coordinators, so you need to be as comfortable calming down a frustrated caller as you are troubleshooting a technical issue.
You'll sit at the intersection of customer support, networking, and product — diagnosing issues that span the app, the network, and the field hardware it connects to, then either resolving them directly or routing them to engineering with enough detail to act on. The role carries real ownership:



how you handle a call directly shapes whether a field user trusts the product enough to keep using it.
What You'll DoFrontline Phone Support
• Serve as the first point of contact for US-based field users and their coordinators calling in with app issues
• Own each call end-to-end — from greeting through resolution or a clean handoff — setting clear expectations on next steps and timelines
• Keep callers calm, informed, and engaged throughout troubleshooting, even when the underlying issue takes time to resolve
• Follow up with callers once a fix has been applied to confirm the issue is actually resolved, not just closed
Technical Troubleshooting
• Troubleshoot connectivity issues between the app and field hardware, including WiFi drop-outs, gateway/router misconfiguration, and static IP setup
• Diagnose why the app isn't syncing or receiving expected data, tracing the issue across the app, network, and hardware layers
• Inve

📌 Technical Product Support Specialist (Hyderabad)
🏢 Kodecorp
📍 Hyderabad