Product Support Engineer
4 days ago
Description
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.
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