Technical Support Executive (US)

ASTIKA SOFTWARE TECHNOLOGIES PRIVATE LIMITED; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ASTIKA SOFTWARE TECHNOLOGIES PRIVATE LIMITED in Hyderabad is seeking a customer-focused Technical Support Executive to handle US-based inquiries by phone and email, troubleshoot applications, and deliver timely resolutions within SLA targets.

The ideal candidate has 3–5 years in technical/support roles, strong communication, and experience with Jira or similar ticketing tools to log incidents and collaborate with Engineering to resolve issues.

Qualifications

• 3–5 years of experience in Technical Support, Application Support, or Product Support.
• Prior experience providing technical support to US-based customers via phone and email (mandatory).
• Excellent verbal and written communication skills; a neutral or US-accent communication style is highly preferred.
• Hands-on experience troubleshooting enterprise applications or software platforms.
• Experience using Jira or similar ticketing/helpdesk systems.

Responsibilities

• Provide technical support to US-based customers via phone and email.
• Troubleshoot application and platform-related issues, ensuring timely and effective resolution.
• Adhere to the defined 15-minute response SLA for all support requests.
• Log, track, and manage incidents using Jira or a similar ticketing/helpdesk platform.
• Escalate complex technical issues to the appropriate internal teams while maintaining clear and timely customer communication.
• Document troubleshooting steps, issue resolutions, and knowledge base articles.
• Collaborate with Engineering and Delivery teams to resolve customer issues efficiently.
• Deliver a high standard of customer experience through professional, accurate, and timely communication.

Skills

Technical Support

US Support

Customer Service

Jira

Communication

SLA Adherence

Tools

Jira

Job description

Job Title: Technical Support Executive (US Support)

Experience: 3–5 Years

Location: Hyderabad

We are looking for a customer-focused Technical Support Executive with experience supporting US-based customers. The ideal candidate should have hands-on experience troubleshooting technical applications or software platforms, providing phone and email support, and delivering exceptional customer service in an SLA-driven environment.

Key Responsibilities :-

• Provide technical support to US-based customers via phone and email.
• Troubleshoot application and platform-related issues, ensuring timely and effective resolution.
• Adhere to the defined 15-minute response SLA for all support requests.
• Log, track, and manage incidents using Jira or a similar ticketing/helpdesk platform.
• Escalate complex technical issues to the appropriate internal teams while maintaining clear and timely customer communication.
• Document troubleshooting steps, issue resolutions, and knowledge base articles.
• Collaborate with Engineering and Delivery teams to resolve customer issues efficiently.
• Deliver a high standard of customer experience through professional, accurate, and timely communication.

Required Skills & Qualifications :-

• 3–4 years of experience in Technical Support, Application Support, or Product Support.
• Prior experience providing technical support to US-based customers via phone and email (mandatory).
• Excellent verbal and written communication skills; a neutral or US-accent communication style is highly preferred.
• Hands-on experience troubleshooting enterprise applications or software platforms.
• Experience using Jira or similar ticketing/helpdesk systems.
• Strong analytical, problem-solving, and multitasking skills, with the ability to manage multiple support requests while meeting SLAs.

Preferred Qualifications :-

• Experience working with US support processes and customer service standards.
• Familiarity with ITSM/helpdesk tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
• Ability to work independently with minimal supervision.