Technical Support Engineer

Biz Hr It Solutions; Hyderabad; Hybrid; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Flexible working arrangements

Training & development

Recognition culture focused on excelle

Job summary

Biz Hr It Solutions in Hyderabad, India seeks a Senior Technical Customer Support Engineer to be the primary technical contact for escalated issues. You will troubleshoot complex software/hardware/cloud/integration/API/networking problems and communicate clearly with U.S. customers during EST hours.

You will own resolutions end-to-end, document workflows, and drive continuous improvement with global teams. This is a hands-on, customer-facing role offering remote/hybrid flexibility.

Qualifications

• Bachelor’s degree in Computer Science, Engineering or Information Technology or equivalent experience.
• 6+ years in technical support or customer-facing engineering with hands-on troubleshooting experience.
• Proven experience interfacing directly with customers via calls/remote sessions and documenting resolutions.

Responsibilities

• Act as primary technical contact for escalated customer issues via calls, remote sessions, email or chat.
• Troubleshoot, diagnose and resolve complex software, hardware, cloud, integration, APIs and networking issues.
• Translate technical issues into clear communication for customers and internal stakeholders, with status updates and next steps.
• Work during EST hours, collaborating with U.S. customers and cross-functional teams.
• Manage full support lifecycle from ticket intake to resolution and closure.
• Create and maintain knowledge-base articles, SOPs and support workflows; drive continuous improvement.
• Proactively identify recurring issues and coordinate with engineering/product teams for root-cause analysis.
• Meet support KPIs: CSAT, first-contact resolution, time-to-resolve, and proper documentation.
• Handle urgent/live-incident support during EST hours with bridge calls and status updates.

Skills

Customer-facing support

Strong communication

Troubleshooting

Remote support

Prioritisation under pressure

Education

Bachelor’s degree in CS/Engineering/IT

Tools

Zendesk

Jira Service Desk

ServiceNow

Job description

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, strong 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.