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
- Investigate operational workflow issues within the app — data entry errors,



permission problems, incorrect configurations — and guide users to resolution
- Use internal tools, dashboards, and logs to trace root causes rather than guessing or defaulting to “reinstall and see”
- Reproduce reported issues on both the mobile and web app to confirm scope and impact before escalating

Escalation & Cross-Team Collaboration

- Escalate confirmed bugs or hardware-level issues to engineering with a clear reproduction path, relevant logs, and an impact summary
- Partner with engineering and product teams to validate fixes before closing out escalated tickets
- Flag patterns across multiple calls that may point to a broader systemic issue rather than a one-off

Documentation & Process

- Document every issue clearly and consistently in the ticketing system so problems can be tracked, searched, and reported on
- Maintain and contribute to an internal knowledge base of known issues, workarounds, and troubleshooting steps
- Suggest improvements to macros, FAQs, or troubleshooting guides based on recurring themes you notice

What We're Looking For• 4–7 years of experience in a technical or customer support role, with a solid preference for candidates who have handled phone-based support (not just chat or email)

- Prior experience supporting a mobile app, web app, or SaaS product — comfortable being handed a live app and finding your way around it
- Excellent spoken English with a neutral, easy-to-understand accent — you'll be the voice of Kodecorp to US-based callers all day, every day
- Strong active listening and de-escalation skills,



with a proven ability to calm a frustrated or non-technical caller and keep them engaged through a multi-step troubleshooting process
- Working knowledge of basic networking: WiFi troubleshooting, router/gateway basics, static IP configuration, and general connectivity diagnostics
- Comfortable navigating both a mobile app and a web app simultaneously to identify, reproduce, and clearly describe issues
- Hands-on familiarity with at least one product analytics, logging, or observability tool to help trace root causes
- Experience using a ticketing or helpdesk system to log, track, and prioritize support cases
- Comfortable working independently during US hours with a smaller or remote support/escalation team
- Bachelor's degree or equivalent practical experience
- Willingness and ability to work US day shift hours from our Hyderabad office, including flexibility around US holidays and daylight saving time changes

Preferred Candidate ProfileBeyond the must-haves above, this is the profile of the candidate we're most excited to talk to:

- Prior experience supporting a hardware-connected or field-operations product — IoT devices, POS systems, fleet or telematics hardware, or similar
- Experience supporting non-desk, field-based end users who may be less tech-savvy and calling in from unpredictable environments — a truck cab, a warehouse floor, a spot with patchy signal
- A genuine troubleshooter's mindset — curious about “why,” and not satisfied with a workaround until the root cause is understood
- Calm under pressure — unfazed by a queue of frustrated callers or an anxious coordinator escalating from onsite
- A strong sense of ownership over the ticket lifecycle — doesn't let issues go stale without closure or follow-up
- Comfortable giving feedback upward — flags when a recurring issue points to a product or engineering gap instead of just closing tickets
- Prior exposure to fuel, fleet, logistics, or field-services industries is a strong plus, given Kodecorp's field-based user base

- • A track record of being the “go-to” troubleshooter on a previous support team

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