Technical Support Specialist

7 days ago

Hyderabad, Telangana, India dataPARC Full time

About dataPARC

We make software that makes manufacturers' lives easier by getting information to people in a way that they can quickly use to solve problems. Our reputation for delivering intuitive and easy-to-use manufacturing decision support systems is built on 25 years of improving industrial operations with dataPARC.

At dataPARC, we value diversity, inclusivity, and collaboration. If you're dedicated to making a difference in manufacturing, we want to hear from you.

Why Join Us

We believe in taking care of our employees. Here are some benefits:

  • Beautiful new office space near Portland, Oregon.
  • Hybrid work environment with fully remote option.
  • Full benefit package including medical, dental, vision, 401k, tuition assistance, paid maternity leave and more.
  • Generous vacation policy.
  • Welcoming, inclusive organization where everyone is valued and respected.
  • Compassionate leadership team that values work/life balance.
  • The opportunity to work for a respected brand in manufacturing and make a real difference in the lives of our customers.

Job Description

This full-time role requires a proactive, highly accountable Senior Software Support Specialist based in Hyderabad, India. The selected candidate will directly engage with customers to troubleshoot issues, manage cases, and ensure timely resolutions. Key responsibilities include:

  1. Serving as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
  2. Taking full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
  3. Resolving advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
  4. Coordinating effectively across teams to address and resolve complex cases while maintaining high service standards.
  5. Leading technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.

Requirements

To succeed in this role, candidates must possess:

  • A minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
  • Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively.
  • Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
  • Familiarity with Active Directory, Group Policy, and TCP/IP networking.

Compensation and Benefits

The estimated salary range for this position is $60,000-$80,000 per year, depending on qualifications and experience. Benefits include health insurance, retirement plan, paid time off, and opportunities for professional growth and development.

Location

This role is based in Hyderabad, India.

Language Requirements

Candidates must be fluent in English and Hindi.

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