400 Senior Support Engineer jobs in Hyderabad

• Provide expert-level technical support and troubleshooting for complex customer issues via phone, email, and chat.
• Diagnose, analyze, and resolve software and hardware problems related to our client's products.
• Escalate unresolved issues to appropriate engineering or development teams, providing detailed technical information and context.
• Develop and maintain a comprehensive knowledge base of product issues, solutions, and best practices.
• Create and update technical documentation, FAQs, and troubleshooting guides for customers and internal teams.
• Collaborate with product management and engineering teams to relay customer feedback and identify areas for product enhancement.
• Train and mentor junior support engineers, sharing technical expertise and best practices.
• Manage customer escalations and ensure timely and satisfactory resolution of critical issues.
• Proactively identify trends in customer issues and recommend preventative measures or product improvements.
• Contribute to the continuous improvement of support processes and tools.
• Participate in on-call rotation to provide 24/7 support as needed.
• Stay up-to-date with product updates, new features, and technical advancements.
• Build strong relationships with customers, acting as a trusted technical advisor.
• Assist in the development of customer training materials.
• Document all customer interactions and resolutions accurately in the CRM system.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Minimum of 5 years of experience in technical support, customer service engineering, or a similar role, preferably in a software or technology company.
• Proven ability to troubleshoot complex technical problems across multiple platforms and technologies.
• In-depth knowledge of operating systems, networking protocols, databases, and common software applications.
• Excellent analytical, problem-solving, and debugging skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM systems and support ticketing platforms.
• Ability to work independently and manage multiple priorities effectively in a remote environment.
• Experience in a customer-facing technical role is essential.
• Knowledge of (mention specific product/technology relevant to the fictional company, e.g., cloud computing, network security, enterprise software) is highly desirable.
• Certification in relevant technologies (e.g., CompTIA A+, Network+, Microsoft Certified) is a plus.
• Patience, empathy, and a customer-centric mindset.
• Ability to adapt to a rapidly changing technical landscape.

• Provide timely and effective technical support to customers via email, chat, and phone.
• Diagnose and troubleshoot software and hardware issues.
• Guide users through problem-solving processes and provide clear solutions.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Document all customer interactions and technical solutions accurately in the CRM.
• Contribute to the development and maintenance of the customer knowledge base.
• Identify trends in customer issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction through excellent service.
• Collaborate with the support team and other departments to resolve issues.
• Stay up-to-date with product updates and technical knowledge.

• Proven experience in technical customer support or a similar role.
• Strong understanding of software troubleshooting and operating systems.
• Excellent communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.
• Experience with CRM systems and ticketing software.
• Self-motivated with strong time management and organizational skills.
• Ability to work independently in a remote environment.
• High school diploma or equivalent; further technical certifications or degrees are a plus.
• Experience with (mention specific software or technology relevant to the fictional client) is an advantage.
• A passion for customer service and technology.

• Provide advanced technical support to customers via phone, email, chat, and remote sessions.
• Troubleshoot and resolve complex software and hardware issues efficiently and accurately.
• Analyze customer problems, identify root causes, and implement effective solutions.
• Document customer issues, resolutions, and technical insights in a comprehensive knowledge base.
• Collaborate with development and product teams to escalate bugs and suggest product improvements.
• Develop and maintain technical documentation, including FAQs, troubleshooting guides, and user manuals.
• Train and mentor junior support staff, sharing expertise and best practices.
• Manage customer escalations and ensure timely resolution of critical issues.
• Proactively identify trends in customer issues and provide feedback to product management and engineering.
• Contribute to the development of self-service support resources for customers.
• Maintain high levels of customer satisfaction through empathetic and professional interactions.
• Stay up-to-date with product updates, new features, and industry trends.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum of 4-6 years of experience in technical customer support, helpdesk, or a similar role.
• Proven expertise in troubleshooting complex software applications and systems.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and databases.
• Excellent analytical, diagnostic, and problem-solving skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to work independently and manage workload effectively in a remote environment.
• Strong customer service orientation and a passion for helping others.
• Demonstrated ability to handle high-pressure situations and manage customer expectations.
• Experience with (Specific Software/Product Area relevant to the company) is a significant plus.

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Guide customers through step-by-step solutions to technical problems.
• Document all support interactions, issues, and resolutions in the ticketing system.
• Identify and escalate critical issues to engineering and development teams.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and FAQs.
• Assist in testing new software releases and providing feedback.
• Monitor system performance and proactively identify potential issues.
• Collaborate with cross-functional teams to ensure customer satisfaction.
• Stay current with product updates and industry best practices.
• Provide training and guidance to customers on product features and functionalities.
• Manage customer expectations and communicate technical information clearly and concisely.
• Ensure adherence to service level agreements (SLAs) and support processes.
• Contribute to continuous improvement initiatives within the support department.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 3 years of experience in technical support or a similar role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with troubleshooting databases, APIs, and cloud-based services.
• Excellent problem-solving, analytical, and diagnostic skills.
• Strong written and verbal communication skills.
• Ability to work independently and manage time effectively.
• Customer-centric attitude with a passion for resolving technical challenges.
• Experience supporting customers in the Hyderabad, Telangana, IN region is advantageous.
• Certifications like CompTIA A+, Network+, or CCNA are a plus.

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.

Make a Difference

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers’ customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you’ll work with smart and motivated people to make a difference for the companies we serve.

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems.
• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.
• Engage additional resources when necessary.
• Provide effective and consistent communication to management, peers, and account team in support of customer.
• Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts and company policies and procedures to solve routine problems.
• Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Ability to pass a background check may also be required.
• Physical requirements include sitting for long periods of time.
• A minimum of at least TWO to THREE of the following:

1. Contact Center Technologies (including Automated Dialers & Telephony);
2. CentOs Linux;
3. Networking;
4. Windows OS;
5. SIP

• Demonstrated ability to learn complex software tools quickly.
• Strong customer communication skills (verbal and written), including passing an English proficiency test

EDUCATION AND EXPERIENCE

• 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.