Lead Technical Support Engineer

Job Summary

Lead Technical Support Engineer acts as a key first-level liaison between Netradyne and our customers. In this role, you will be responsible for diagnosing and resolving technical issues reported by customers while collaborating with cross-functional teams to ensure timely and effective resolutions. You will directly engage with customers to troubleshoot in-field hardware and software issues related to Netradyne’s connected vehicle platforms.

This position plays a critical role in ensuring customer success by providing prompt and accurate resolutions to customer-reported issues and service requests. The ideal candidate will have strong English communication skills, excellent customer-relationship abilities, and prior experience supporting international customers (US or UK preferred).

As a 24x7x365 operations center, we require candidates who are flexible to work in any shift based on business needs, including weekends (Saturday and/or Sunday)

Key Responsibilities:

• 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