Troubleshoot and resolve customer-reported issues via phone, 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.
Must-Have Skills
6–8 years of technical support experience, preferably with SaaS or cloud-based platforms.
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 (Docker, Kubernetes, Microservices).
Experience with at least one scripting language (e.g., Python, Shell, or Java).
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 & Academics
A bachelor's degree in a tech-related field - B.E. / BTech / MCA
We are committed to an inclusive and diverse team. Netradyne is an equal-opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.
If there is a match between your experiences/skills and the Company's needs, we will contact you directly.
Netradyne is an equal-opportunity employer.
Applicants only - Recruiting agencies do not contact.
Recruitment Fraud Alert!
There has been an increase in fraud that targets job seekers. Scammers may present themselves to job seekers as Netradyne employees or recruiters. Please be aware that Netradyne does not request sensitive personal data from applicants via text/instant message or any unsecured method; does not promise any advance payment for work equipment set-up and does not use recruitment or job-sourcing agencies that charge candidates an advance fee of any kind. Official communication about your application will only come from emails ending in ‘@netradyne.com’ or ‘@us-greenhouse-mail.io’.
Please review and apply to our available job openings at Netradyne.com/company/careers. For more information on avoiding and reporting scams, please visit the Federal Trade Commission's job scams website.
