Technical Support Analyst – L2

Responsibilities

  • Responsible for monitoring the health of the portal as well as IoT devices.
  • Provide support and respond to Product-specific escalations.
  • Assist Netradyne team with Customer Complaint Management and Resolution.
  • Participate in 24×7 off-hours / weekend support rotation as needed.
  • Provide customers with timely and regular feedback on customer reported issues in a courteous and professional manner.
  • Manage customer configuration and other detail necessary to provide timely support.
  • Identify and develop knowledge base articles derived from troubleshooting efforts.
  • Identify product problem areas and provide detailed documentation of the issue.
  • Assist with troubleshooting documentation to better facilitate Level1 support.
  • Provide support to remote software upgrades on the customer’s hardware.
  • Assist in identifying tools and solutions to better troubleshoot technical problems.
  • Understand all aspects of the product, and proactively debug production issues.
  • Additional tasks as needed aimed at promoting comprehensive customer support.

Requirements

  • Minimum of 2 years in Production Server Management experience; troubleshooting, performance, etc.
  • Very good knowledge on Unix and Shell scripting.
  • Experience with any DBMS systems i.e. Postgres / Oracle / Mongo DB.
  • Familiarization with Help Desk and ticketing systems.
  • Familiarization with escalation matrix.
  • Excellent communication skills (Written and verbal).
  • Ability to work effectively in a team environment.
  • Motivated and natural curiosity in solving problems.
  • Strong Ownership.

Qualifications And Education Requirements

  • BE/ BTECH in a related field.

Technical Support Analyst – L2

Bangalore
3 to 5 years

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.

About you

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