Senior Technical Support Analyst

Netradyne
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-6 yearsEducation: bachelorsSkills: ["Strong problem-solving","Communication skills","Customer relationship","Collaboration","Ability to work under pressure"]

Serve as a first-level (L1) technical support liaison for customers, diagnosing and resolving hardware and software issues for connected vehicle platforms. Troubleshoot problems via Teams, calls, chat, and remote tools; perform root cause analysis and drive corrective actions with engineering, QA, and product. Handle support rotations, incident escalation, and maintain thorough case documentation with timely customer follow-ups across 24x7 shifts.

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FursaFursa
Netradyne
Netradyne
12 hours ago

Senior Technical Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Serve as a first-level (L1) technical support liaison for customers, diagnosing and resolving hardware and software issues for connected vehicle platforms. Troubleshoot problems via Teams, calls, chat, and remote tools; perform root cause analysis and drive corrective actions with engineering, QA, and product. Handle support rotations, incident escalation, and maintain thorough case documentation with timely customer follow-ups across 24x7 shifts.
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 for recurring or complex issues.
  • •Collaborate with engineering, QA, and product teams to resolve technical challenges.
  • •Handle support rotations and incident escalation, including working the 24x7 shift schedule.
  • •Maintain proper case documentation, follow up with customers, and 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 with incident management processes.
  • •Basic SQL knowledge and hands-on work with one or more databases (e.g., Postgres, MySQL).
  • •Experience with ITSM tools such as ServiceNow, JIRA, or Salesforce.
  • •Hands-on experience with REST APIs and webhooks, including investigating and communicating root causes of complex customer issues.
Experience:3-6 yearsSaaSCloud-based platforms
Education:Bachelor's
Skills:Strong problem-solvingCommunication skillsCustomer relationshipCollaborationAbility to work under pressure
Languages:English
Tech Stack:SQLPostgresMySQLServiceNowJIRASalesforceREST APIsWebhooksTeamsITSMMicroservicesPythonShell

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