Customer Technical Analyst

Role Overview

The Senior Customer Support Analyst serves as a key liaison between Netradyne and our

customers, ensuring timely and effective resolution of technical issues and service requests. This

role demands a high level of customer centricity, technical acumen, and communication

excellence. The ideal candidate will have experience supporting US and international customers,

with a strong grasp of SaaS technologies and a proactive, solution-oriented mindset.

Key Responsibilities

Customer Case Management

• Own and manage customer support cases from initiation to resolution.
• Document all interactions with precision and maintain high-quality standards.

Technical Support & Troubleshooting

• Conduct deep-dive investigations into complex technical issues.
• Provide remote support via phone, email, and chat.
• Collaborate with internal technical teams to resolve reported issues.

Cross-Functional Collaboration

• Coordinate with cross-functional teams to ensure timely resolution.
• Keep customers informed about case progress and resolution timelines.

Process & Service Optimization

• Follow established support processes while remaining adaptable.
• Identify and contribute to service and process improvements.

Technology & Tools

• Stay current with product knowledge and enhance technical skills.
• Use Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to improve support efficiency.
• Utilize ITSM/CRM tools, preferably Salesforce.

Performance & SLA Adherence

• Ensure support operations meet SLA-defined response and resolution timelines.

Qualifications & Experience

• Bachelors degree in Computer Science or a related field.
• 47 years of relevant technical support experience.
• Proficiency in SQL and database management.
• Strong written and verbal communication skills in English.
• Experience supporting US and international customers.
• Solid understanding of SaaS technologies and architecture.
• Ability to empathize with customers and de-escalate challenging situations.
• Strong problem-solving skills and attention to detail.
• Team-oriented with a proactive and ownership-driven attitude.
• Willingness to work rotational shifts, primarily during US business hours (India night shifts).

Work Environment & Conditions

• This is a work-from-office role based in Bangalore.
• 24/7 support coverage with rotational shifts.
• Weekly offs may not align with weekends.
• Night shift employees are eligible for cab facilities.
• Leave policies are aligned with US and international support schedules.

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