Technical Support Analyst L2 Job in Netradyne

ROLE AND 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.

Essential Skills

• 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