Senior Technical Support Analyst

About the role

Netradyne, a leader in fleet safety solutions leveraging Computer Vision and Edge Computing, seeks a Senior Technical Support Analyst to serve as the primary L1 liaison for customers. Based in Bengaluru, this role involves diagnosing hardware and software issues on connected vehicle platforms via remote tools and collaborating with engineering teams for resolution. The position requires flexibility for 24x7 operations, including weekends.

What you’ll do

• Troubleshoot and resolve customer-reported issues via Teams, 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 and 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

What you’ll bring

• 3-6 years of technical support experience, preferably with SaaS or cloud-based platforms
• Bachelor's degree in a tech-related field (B.E. / BTech / MCA)
• Good experience in Incident management Process
• Basic SQL knowledge and working experience with databases like Postgres or MySQL
• Familiarity with ITSM tools such as ServiceNow, JIRA, or Salesforce
• Hands-on experience with REST APIs and webhooks

Skills

Education

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