Technical Support Specialist _ Product Support US Shift

Kodecorp; Hyderabad; On-site; INR 450,000 - 550,000; Full time

Job summary

myfuel.ai in Hyderabad seeks a proactive Frontline Phone Support specialist to be the first contact for US-based field users, handling app issues end-to-end with clear timelines.

You'll troubleshoot connectivity between the app and field hardware, diagnose syncing problems across app, network, and hardware layers, reproduce issues on mobile and web, and escalate to engineering with a solid reproduction path.

Qualifications

• Experience supporting hardware-connected or field-operations products such as IoT devices or field equipment.
• Experience supporting non-desk, field-based end users in environments with patchy signal.
• Curiosity to understand root causes rather than applying quick workarounds.

Responsibilities

• Be the first point of contact for US-based field users and coordinators, owning calls end-to-end.
• Troubleshoot connectivity between the app and field hardware, diagnose syncing issues across app, network, and hardware layers.
• Escalate confirmed bugs with clear reproduction paths and logs; collaborate with engineering and product to validate fixes.
• Document issues clearly in the ticketing system and contribute to internal knowledge bases and guidelines.

Skills

Customer support

Troubleshooting mindset

Communication skills

Ownership / accountability

Escalation management

Documentation

Tools

Ticketing system

Analytics dashboards

Networking basics

Job description

Role & responsibilities

Frontline 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

Preferred candidate profile

Beyond 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 myfuel.ai's field-based user base
• A track record of being the “go-to” troubleshooter on a previous support team