Technical Support Executive (US)

Experience: 3–5 Years

Location: Hyderabad

About the Role :-

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.

• 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.

• 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.