Senior Technical Support Analyst

Job Overview:

Senior Engineer Technical Support acts as a key First‑level(L1) liaison between Netradyne and our customers. In this role, you will be responsible for diagnosing and resolving technical issues reported by customers while collaborating with cross‑functional teams to ensure timely and effective resolutions. You will directly engage with customers to troubleshoot in‑field hardware and software issues related to Netradyne’s connected vehicle platforms. This position plays a critical role in ensuring customer success by providing prompt and accurate resolutions to customer‑reported issues and service requests. The ideal candidate will have strong English communication skills, excellent customer‑relationship abilities, and prior experience supporting international customers (US or UK preferred). As a 24x7x365 operations center, we require candidates who are flexible to work in any shift based on business needs, including weekends (Saturday and/or Sunday)

Key Responsibilities:​

• Troubleshoot and resolve customer-reported issues via Teams Meeting, Calls, chat, and remote tools.
• Perform root cause analysis and recommend corrective actions.
• Collaborate with engineering, QA, and product teams to resolve technical challenges.
• Work with engineers, support rotations, including incident escalation handling.
• Maintain proper case documentation and timely follow-ups with customers.
• Escalate unresolved or critical issues with supporting technical details.

Mandatory Skills:​

• 3-6 years of technical support experience, preferably with SaaS or cloud-based platforms.
• Good experience in Incident management Process.
• Basic SQL knowledge and working experience with one or more databases (Postgres, MySQL, etc.).
• Familiarity with ITSM tools (e.g., ServiceNow, JIRA, or Salesforce).
• Good hands-on experience with REST APIs and webhooks.
• Experience in analyzing, investigating, and identifying the root cause of complex customer issues, and communicating findings to the relevant group for resolution.
• Strong problem-solving and communication skills.
• Ability to work in shifts and under pressure.
• Proven ability to collaborate in a dynamic, fast-paced team environment. The candidate should also contribute positively to team culture and foster a collaborative and inclusive workplace.

Nice-to-Have Skills:

• Exposure to cloud technologies (Microservices).
• Experience with at least one scripting language (e.g., Python, Shell).
• Familiarity with monitoring tools and incident management processes.
• Understanding of network protocols, system-level troubleshooting.
• Awareness of AI/ML concepts and their application is a plus.

Qualifications and Education Requirements

• A bachelor's degree in a tech-related field - B.E. / BTech / MCA