Senior Technical Support Engineer

4 days ago


Bengaluru, Karnataka, India SSGSERV Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Sr. Technical Support Engineer – US B2C Support

Role Overview

Provide remote technical support to US B2C customers through calls, chats, and tickets, ensuring timely issue resolution and high customer satisfaction.

Key Responsibilities

  • Manage
    20–25 inbound calls daily
    , along with chat and ticket queues.
  • Resolve and close
    12+ tickets per day
    (avg. 36–45 replies).
  • Maintain
    4.0/5 or higher
    customer satisfaction and drive net promotor scores beyond 80
  • Diagnose issues through symptom checks, error analysis, and log review using internal/public KBs.
  • Perform
    remote troubleshooting sessions
    and conduct
    outbound callouts
    when needed.
  • Escalate cases to Tier 2 following escalation guidelines.
  • Communicate professionally through both voice and written channels.

Required Skills

  • 2+ years
    of remote technical support experience.
  • Strong communication skills—both verbal and written.
  • Good understanding of
    networking fundamentals
    and troubleshooting.
  • Working knowledge of
    server hardware, RAID, and Active Directory
    .
  • Proficiency with
    Linux OS and command-line tools
    .
  • Ability to follow SOPs, KB articles, and documentation.

Preferred Certifications

  • Linux:
    LPIC, RHCE, Linux+
  • Networking:
    CCNA, Cisco certifications
  • Other:
    MCSE, MCP
    , or equivalent

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