{"id":965580,"url":"https://alion.io/job/xtglobal-technical-support-specialist","title":"Technical Support Specialist","company":{"id":698322,"name":"XTGlobal","domain":"xtglobal.com","url":"https://alion.io/company/xtglobal","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"D","score":48,"open_postings":73,"ghost_share":0.863,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":29000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2025-11-19T00:00:00Z","employer_posted_date":"2025-11-19","last_verified_at":"2026-11-03T07:32:19Z","board_verified":true,"closed_at":null,"days_open":349,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":349},"description":"Tech Support Specialist Hyderabad - WFO (Hybrid) Full Time 2-11 PM IST 5+ years experience. Job Details: We are searching for a Technical Support Specialist to join our rapidly growing team. This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams. The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers. The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.Responsibilities:\nCommunicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge\nAct as a subject matter expert of the client platform and maintain up-to-date product knowledge\nTroubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team\nProactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform\nBuild ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting\nMaintain diligence and keep strong records and documentation of customer interactions\nExpand and refine our customer-facing self-help library of articles\nFollow Client’s communication best practices and guidelines for customer engagement\nRespond to inbound chat, email and phone support requests\nMaintain and produce various customer-facing reporting documents\nOngoing product testing\nManage and refine the complete listing of customer challenges involving the product and/or engineering teams\nCommunicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback\nWork alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions\nRequirements Required\nQualifications:\nExcellent Communication Skills\n5+ years of experience in software product technical support\nStrong customer service skills\nExperience of SQL and/or Postman\nAbility to multitask, prioritize and manage time effectively\nCustomer service experience\nStrong organization skills and attention to detail\nProficient technical skills with the ability to quickly learn 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