Senior Technical Support Analyst
On-siteBengaluru, Karnataka, India
Job Summary
Diagnose and resolve customer-reported technical issues via Teams meetings, calls, and remote tools while performing root cause analysis and recommending corrective actions. Collaborate with engineering, QA, and product teams to address complex challenges related to Netradyne's connected vehicle platforms, maintaining proper case documentation and timely follow-ups. Escalate unresolved or critical incidents with supporting technical details to ensure effective resolutions. This role requires flexibility for 24x7x365 shift-based operations, including weekends, and demands strong English communication skills for engaging with international customers.
Required Qualifications
- 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
- A bachelor's degree in a tech-related field - B.E. / BTech / MCA
- Prior experience supporting international customers (US or UK preferred)
Desired Qualifications
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.