Senior Technical Support Engineer

Netradyne
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-6 yearsEducation: bachelorsSkills: ["English communication","Customer-relationship skills","Problem-solving","Communication","Collaboration"]

Serve as a second-level (L2) technical liaison between Netradyne and customers, troubleshooting and resolving in-field hardware and software issues for connected vehicle platforms. Diagnose and perform root-cause analysis, collaborate with engineering, QA, and product, and handle incident escalation. Maintain accurate case documentation, follow up with customers, and communicate technical findings effectively while working shifts in a 24x7x365 operations environment.

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FursaFursa
Netradyne
Netradyne
12 hours ago

Senior Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Serve as a second-level (L2) technical liaison between Netradyne and customers, troubleshooting and resolving in-field hardware and software issues for connected vehicle platforms. Diagnose and perform root-cause analysis, collaborate with engineering, QA, and product, and handle incident escalation. Maintain accurate case documentation, follow up with customers, and communicate technical findings effectively while working shifts in a 24x7x365 operations environment.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot and resolve customer-reported issues via Teams meetings, calls, chat, and remote tools.
  • •Perform root cause analysis and recommend corrective actions.
  • •Collaborate with engineering, QA, and product teams to resolve technical challenges.
  • •Handle support rotations, including incident escalation, and coordinate with relevant groups for resolution.
  • •Maintain proper case documentation and timely customer follow-ups; escalate unresolved or critical issues with supporting technical details.

Key Requirements

  • •3-6 years of technical support experience, preferably with SaaS or cloud-based platforms.
  • •Experience in incident management and incident escalation processes.
  • •Basic SQL knowledge and working experience with databases such as Postgres and MySQL.
  • •Hands-on experience with REST APIs and webhooks for troubleshooting customer issues.
  • •Familiarity with ITSM tools such as ServiceNow, JIRA, or Salesforce; strong problem-solving and communication skills.
Experience:3-6 yearsSaaSCloud-based platforms
Education:Bachelor's in tech-related field (B.E. / BTech / MCA)
Skills:English communicationCustomer-relationship skillsProblem-solvingCommunicationCollaboration
Languages:English
Tech Stack:SQLPostgreSQLMySQLServiceNowJIRASalesforceREST APIsWebhooksTeamsMicroservicesPythonShellIncident managementITSM

Company Brief

Netradyne
Provides AI-driven fleet safety and driver performance solutions using computer vision and edge analytics to monitor driving behavior, prevent collisions, and optimize fleet operations for commercial vehicle operators.
Industry: Logistics
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Sunnyvale, United States
Founded: 2015
Website