Product Support Engineer

Product Support EngineerRole OverviewAs a key member of our Customer Support team reporting to the Customer Support Manager you ll play a vital role in our 24 7 support operations Your responsibilities include resolving complex issues with innovative solutions and collaborating closely with engineering and service delivery teams We seek someone who is technically skilled quick to learn and able to combine technical expertise with strong customer engagement A degree in computer science or engineering is preferred along with excellent communication skills A positive attitude eagerness to learn fluency in English and a willingness to travel are essential for this role Core Role Responsibilities Understand Customer Needs Align with business objectives and address customer requirements Incident Management Handle incidents within SLAs including troubleshooting diagnosing and resolving platform issues System Support Follow system support guidelines reproduce faults and coordinate with relevant teams for resolution Reporting Lead the development of post-event root cause analysis reports System Changes Implement configuration changes as per access rights and approvals Network Performance Engage in technical discussions to enhance network performance and suggest improvements Knowledge Sharing Collaborate with support team members share best practices and create knowledge base articles Feedback Mechanisms Develop and use feedback to prevent future support issues Complex Problem Solving Address complex problems with innovative solutions Traffic Analysis Analyse traffic tune solutions for security and present reports to customers or account managers Preferred Experience and Knowledge Experience 3 to 6 years Education B Tech BE in IT Computers or Electronics Communications Telecom Experience VAS DATA system operations maintenance and mobile networks GSM GPRS UMTS Technical Knowledge Messaging SMSC SMS SMPP RCS MMS SIP Signalling SS7 Diameter GTP-C 5G Tools Kafka ElasticSearch Kibana SQL REST API Consul Nginx haproxy Grafana Prometheus Scripting and Networking Linux commands Shell Python scripting TCP IP routing switching BGP BFD Skills Troubleshooting communication presentation reporting analysis and interpersonal skills Other Knowledge of Linux OS MySQL Kubernetes Docker AWS Azure experience with ticketing systems What We Can Offer You Hybrid Working Model Flexibility to work from both office and home Industry Leadership Work with a leading organization in telecommunication security where great performance is recognized Competitive Salary Attractive compensation package Paid Time Off 20 days of PTO increasing to 25 days with length of service Health Benefits Comprehensive healthcare plan including general insurance term life cover accidental insurance and travel insurance Bonus Scheme Opportunity to earn company bonuses Learning Opportunities Free access to various learning platforms A Few Final Details Employment Type Full-time 37 5 hours per week Location Hyderabad with potential travel as needed Start Date Immediate Shift Work Some night and weekend shifts required Equal Opportunity Employer Enea is committed to diversity and inclusion About EneaWe are a world-leading specialist in advanced telecom and cybersecurity software with a vision to make the world s communications safer and more efficient Our solutions connect optimize and protect communications between companies people devices and things worldwide We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet Enea is headquartered in Stockholm Sweden and is listed on NASDAQ Stockholm