Backup Analyst- Technical Support

Designation: Backup Analyst Support
Experience: 2 to 8 years in technical support
Role Type: Individual Contributor | Full-time | Permanent
Location: Whitefield, Bangalore

About the Job

IDrive is a leading provider of secure and scalable cloud backup, S3-compatible object storage, and remote access solutions. Trusted by over 5 million users worldwide, we help individuals and businesses protect and manage their critical data through reliable, high-performance services.

Join our customer-facing Technical Support team as a Backup Analyst Support, where you will be the first point of contact for users requiring assistance with our products. This role is ideal for professionals with experience in phone, chat, or email-based support, particularly in IT or SaaS environments. Youll troubleshoot technical issues, guide users through configuration steps, and ensure a smooth and effective user experience across our cloud backup and storage platforms.

What you will be doing:

Customer Support & Troubleshooting

• Provide real-time technical support via chat, phone, and email, assisting users with installation, configuration, and usage issues.
• Use diagnostic tools and technical knowledge to identify, analyze, and resolve product-related problems.
• Address support queries related to cloud backup, storage, and networking fundamentals.

Issue resolution & documentation

• Collaborate with internal teams to escalate and resolve complex issues when necessary.
• Maintain clear and detailed records of customer interactions, reported issues, and solutions.
• Ensure all support interactions meet defined SLAs and contribute to high customer satisfaction.

What we expect from you:

• 2+ years of experience in technical support, preferably in a phone/chat/email-based environment.
• Strong troubleshooting and problem-solving skills with a structured approach to diagnostics.
• Good understanding of networking concepts, protocols, and system environments.
• Excellent verbal and written communication skills.
• Willingness to work in a 24/7 rotational shift environment, including night shifts.
• Strong interpersonal skills and a customer-first attitude.
• A basic degree from a recognized institution.

Why join us?

At IDrive, we are creating an environment where innovation thrives, talent is recognized, and people are empowered to grow and develop. We are committed to supporting our team both professionally and personally.

Here's what you can look forward to as part of our team:

Startup spirit

• A dynamic work culture where ideas are encouraged and innovation is celebrated
• Opportunity to take ownership of projects from concept to completion
• Hands-on exposure to new and emerging technologies
• Collaborative, fast-paced environment that rewards creativity and initiative
• Direct impact see your work shape real products used by millions
• Room to grow learn, experiment, and expand your skill set every day

Health & wellness

• Medical insurance with customizable coverage for you and your family
• Comprehensive life and accidental insurance for added peace of mind
• Free annual health check-up to keep your wellbeing on track

Culture & community

• Company events and team lunches to foster connection and collaboration
• Festival gifts and goodies to celebrate special occasions together

Perks that matter

• Competitive pay that reflects your experience and contributions
• Online storage space

Flexible work environment

• Hybrid work model with flexible hours to suit your lifestyle
• Paid time off and holidays to relax and recharge
• Parental leave for life’s important milestones