Lead Technical Support Engineer

Netradyne harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. We are a leader in fleet safety solutions. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology. Our team is growing, and we need forward-thinking, uncompromising, competitive team members to continue to facilitate our growth.

Location: India (Night Shifts – US Time Zone)

Experience: 4–12 years

Shift: Full-time | Night Shift | Weekend Availability Required

Industry: SaaS / Telematics / AI-based Products

Function: Technical Support / Customer Support

About the Role

We are seeking a highly capable and customer-focused Senior or Lead Technical Support Engineer to join our global support team. This role is critical in delivering timely, high-quality support to our US-based customers and ensuring a seamless experience across our AI-driven and Telematics platforms. You will work closely with Engineering, Product, Sales, and Customer Success teams to resolve complex issues, drive customer satisfaction, and contribute to continuous improvement.

Key Responsibilities

• Serve as a technical expert and primary point of contact for escalated customer issues.
• Troubleshoot and resolve complex technical problems via phone, chat, and remote tools.
• Perform root cause analysis and collaborate with Engineering to drive long-term solutions.
• Conduct pre- and post-deployment sanity checks to ensure product stability.
• Work closely with cross-functional teams to ensure timely resolution and meet SLAs.
• Maintain detailed case documentation and ensure proactive follow-ups.
• Participate in 24x7 support rotations, including weekends and on-call duties.
• Deliver product walkthroughs, training sessions, and feature presentations to customers.
• Analyze trends in support cases to identify recurring issues and recommend improvements.
• Contribute to knowledge base articles and internal documentation.
• Ensure high levels of customer satisfaction (CSAT) through timely, empathetic, and effective support.

Must-Have Qualifications

• 4–12 years of experience in technical support, preferably in SaaS or cloud-based environments.
• Strong communication skills with excellent spoken and written English.
• Proven experience supporting US-based customers and working night shifts.
• Hands-on experience with REST APIs, basic SQL, and issue replication.
• Familiarity with support tools like JIRA, Salesforce, or ServiceNow.
• High customer orientation with a strong sense of ownership and accountability.
• Ability to work under pressure, meet tight timelines, and consistently deliver against SLAs.
• Strong interpersonal and stakeholder management skills.

Nice-to-Have Skills

• Experience with Telematics platforms or AI-based products.
• Understanding of AI/ML concepts and their practical applications.
• Exposure to cloud technologies (Docker, Kubernetes, Microservices).
• Scripting knowledge (Python, Shell, or Java).
• Familiarity with monitoring tools and incident management processes.

What We’re Looking For

We’re looking for someone who can quickly become a functional and technical expert in our product. The ideal candidate is a well-rounded professional with strong technical acumen, excellent communication, and a proactive mindset. If you thrive in a fast-paced, customer-centric environment and are passionate about delivering exceptional support — we’d love to hear from you.

Additionally, the candidate should collaborate well across teams and within teams, fostering high team spirit.

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.