Senior Customer Support Analyst

Senior Customer Support Analyst – Job Description

At Netradyne, we are redefining fleet and road safety through cutting-edge AI and Edge Computing technologies. Our flagship product, Driver•i, empowers organizations to significantly reduce road incidents, enhance driver performance, and improve operational transparency. With offices in Bangalore and San Diego, we are committed to delivering exceptional customer experiences globally.

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

• Bachelor's degree in Computer Science or a related field.
• 4–7 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.