Senior technical customer support engineer

Position: 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
Role Summary: As a Senior Technical Customer Support Engineer, you will engage directly with customers (via calls, remote sessions, email/chat) responsible for diagnosing and resolving complex technical issues (Tier 2/3 level) while maintaining high-quality communication across global teams. This role requires working during U. S. EST hours, excellent verbal and written skills, and the ability to translate technical problems into business-friendly language.
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.<...