Product Support Engineer

Job Description

Product Support Engineer Role Overview As 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 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 every day when they connect to mobile networks or use the Internet. Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm.