Product Support Engineer

4 days ago

Pune Maharashtra, India Enea Full time

Product Support Engineer Role Overview As a key player in the Customer Support team you will work under the Customer Support Manager troubleshooting complex technical issues and collaborating closely with engineering and service delivery teams You ll combine technical expertise with excellent customer service making you a vital part of our support operations A degree in Computer Science Engineering and strong communication skills are preferred Candidates must be fluent in English quick learners positive-minded and willing to travel Key Responsibilities Follow system support guidelines and prioritize faults to meet SLAs Investigate reproduce system network issues Lead Root Cause Analysis reports post-event Execute system configuration changes within given access rights and approval Handle and clear assigned Trouble Tickets Provide technical expertise and assist in documentation Participate in technical discussions to improve network performance Handle second-level service problem restoration and emergencies Analyze traffic tune solutions and present results to customers account managers Create knowledge base articles and develop feedback mechanisms Collaborate with other Technical Support Engineers and share best practices Essential Skills Qualifications Telecom support experience preferred product support experience is a plus Scientific degree with 2-8 years of technical support experience in software telecom Strong Unix Linux administration and troubleshooting skills Expertise in TCP IP networking OSI layers 2-7 and network analysis Wireshark tcpdump etc Linux System Administration DevOps with deployment and automation emphasis Experience with SQL RDBMS LDAP Public Private Clouds and Virtualization AWS OpenStack VMWare Understanding of CI CD Ansible Jenkins and DevOps concepts Excellent communication and interpersonal skills with a problem-solving mindset What we can offer you Hybrid working Model The opportunity to work with a Industry Leading organisation and the forefront of telecommunication security industry where a great performance is quickly recognized Competitive Salary Paid health care plan General Insurance Term life cover Accidental Insurance and Travel Insurance Company Bonus Scheme A few final details Full time 40 hours per week Location Pune Expected start date Immediately Enea is an equal opportunities employer About Enea We 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 daily when they connect to mobile networks or use the Internet

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