alt Hacker NewsIt’s not their race, it’s that they are completely removed from the business context, given simple resolution scripts and little power to escalate out of their call center.
When you hear the accent, you know it’s likely the business has done this, unfortunately.
Indian tech support works just fine when it’s more integrated with Indian engineering and product ownership, as support in the US would be with an American company.
To the best of my knowledge, the Indian support teams for AWS have all the same access their US/EU/etc. support teams have when it comes to escalation and communication avenues. Obviously real time communication is harder for them than the US counterparts speaking to teams in Seattle, but the same is true for a team in Ireland or Australia.
If you are building a follow-the-sun support organization for a technology company, would you really avoid building a support team in India? Seems like it's the country most likely to have a large enough number of people with the expertise and language skills to staff for the need, even if you were paying them the same as their US counterparts.