[15h Left] Support Engineer- Cloud

Job Description Cradlepoint is seeking a Support Engineer - Cloud to provide solutions to customer-reported problems in accordance with established processes and contracted Service Level Agreements. This role requires strong product/domain and solutions knowledge, understanding of customer networks, and awareness of technology evolution. You will also be involved in pre-emptive support and software update management for relevant customers and play a key role in problem management, implementing preventive actions, and reporting on their results. Responsibility and Tasks General: - Handle and resolve Customer issues, ensuring high customer satisfaction. - Provide dedicated support to address specific customer needs. - Deliver results that consistently meet customer expectations. - Handle Software Update Management (SUM) effectively. - Manage Customers and internal Stakeholders from a technical perspective. - Work with a diverse team, fostering collaboration. Operational: - Keep track of ongoing Customer service requests and ensure concerns are addressed with the right priority. - Analyze and troubleshoot to provide support in critical and Emergency cases when needed. - Interface and Interact with relevant stakeholders within the organization to ensure timely progress on customer service requests for Critical/Priority cases. - Be available to handle customer technical queries all the time and ensure timely responses. - Make constant efforts to stay updated on relevant technical skills. - Participate in Project activities and get involved as needed. - Take handover from Project and ensure all checkpoints are completed. - Organize and deliver Knowledge sharing sessions with stakeholders. - Review and prepare relevant technical documents, such as Root Cause Analysis (RCA). Customer Specific: - Maintain a good Working Relationship with Customer and Working groups. - Take part in Operational review meetings as and when required. - Understand and stay updated on solutions deployed in customer networks. - Make customers aware of product Life Cycle (e.g., HW or SW). - Interface with the customer for planned activities in the network as needed. Business Related: - Provide technical support to the Service Delivery Manager in all respects. - Participate and contribute during pre-sales engagement activities, if needed. - Understand contractual obligations for support delivery. - Ensure that KPIs are met according to SLA. - Identify add-on sales opportunities. Position Qualifications Behavioral Competencies: - Creating & Innovating - Entrepreneurial & Commercial Thinking - Persuading & Influencing - Applying Expertise & Technology - Analyzing - Delivering Results & Meeting Customer expectations Soft Skills: - Presentation & Communication skills - Teamwork & Collaboration skills - Market insight - Financial Understanding - Consultative Selling Skills - Negotiation Skills - Leadership Skills Education Qualification & Years of Experience - Education: BE/B Tech or equivalent. - Minimum years of experience: 8+ Years. Skill & Experience - Working in a virtual Environment is a must. - Should have good exposure to working with: - OpenStack (CEE) - Kubernetes (CCD) - Cloud Networking (SDI SDN) - Cloud Storage - REDHAT OpenStack (RHOSP) - REDHAT OpenShift (RHOCP) - CEPH and Other Storage solutions - Excellent Understanding of Cloud Networking (OSPF, BGP, BFD etc.). - Exceptional troubleshooting skills are required to solve customer issues without escalating to the next level for competence units. - Should be able to perform tracing and complex log analysis for Cloud Nodes. - Exposure to any of the following Cloud Core applications/environments is desired: - MME/AMF/SMF/PCC - EPG/Packet Gateway - SAPC/CCPC/5G Policy Controller - CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function) - IP Routing - IMS - Strong technical acumen should be exhibited when dealing with complex customer issues. - Should have worked in a telecom support function earlier. - Past experience with Ericsson will be preferred. - Good knowledge of 3GPP in the Cloud area.