Product Support Engineer
Enea is Hiring!
Product Support Engineer
About Enea:
Enea is a world-leading specialist in software for telecom and cybersecurity. The company’s cloud-native solutions connect, optimize, and secure services for mobile subscribers, enterprises, and the Internet of Things. More than 100 communication service providers and 4.5 billion people rely on Enea technologies every day.
Enea has strengthened its product portfolio and global market position by integrating several acquisitions, including Qosmos, Openwave Mobility, Aptilo Networks, and AdaptiveMobile Security.
KEY RESPONSIBILITIES
- To work within well-defined system support guidelines.
- To priorities, faults to meet SLA.
- To investigate/reproduce faults/cause in house related to system/network problems.
- To ensure correct working methodology.
- Take the lead in the development and presentation of post-event Root Cause Analysis Reports as required.
- Execute system configuration changes (change request) as per given access rights and necessary approvals within a stipulated time frame.
- Clearing of assigned Trouble Tickets..
- Provide technical expertise for products to influence development efforts with documentation.
- To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
- Second level service problem restoration, handle emergencies.
- To handle and analyze Trouble Tickets and recommend timely actions and solutions to Trouble Tickets with guidance or supervision, when necessary.
- Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
- Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
- Create new knowledge base articles to capture new learnings for reuse throughout the organization.
- Develop and implement feedback mechanisms for use in preventing future support process break downs.
- Works on unusually complex problems and provides solutions which are highly innovative.
- Analysis of traffic via solution and tuning of solution.
- Analysis of reports and logs and presentation of results to customer and/or account manager.
ESSENTIAL / REQUIRED SKILLS
- Preferable Telecom Support Domain experience. A Product Support experience is +.
- A scientific degree with at least 2-8 years of experience in the technical support arena in a software and/or Telecom environment. Preferably in a multi-national company dealing with customers and colleagues around the world.
- Strong practical Unix/Linux operations, administration and troubleshooting skills.
- TCP/IP and knowledge of networking. UNIX scripting and maintaining Databases.
- Very good debugging in packet/network captures through Wireshark, tcpdump, tshark etc
- Linux System Administration or DevOps experience with an emphasis on system and application Support, Deployment & automation
- Deep networking experience from OSI layer 2 to layer 7+ (TCP/UDP/IP, HTTP, HTTPS, load balancers, firewalls, routers, switches)
- Experience with SQL, LDAP or RDBMS
- Good Understanding around TCPIP, Packet-captures and analysis
- Public/Private Clouds & Virtualization (AWS, Openstack, VMWare)
- Understanding of CI/CD, Ansible, Jenkins and Dev-Ops concepts.
- Proven technical expertise in Mobility, Internet and/or mobile technologies with strong problem solving skills and demonstrated ability to articulate and present technical solutions to address business problems.
- Strong interpersonal and communication skills, both written and verbal with the ability to develop and maintain strong working relationships at all levels both with the customer and internally.
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/37.5 hours per week
- Location: Pune
- Expected start date: Immediately
- Enea is an equal opportunities employer.
- Department
- Support
- Locations
- Pune, India
Pune, India
We care about you
At Enea, we believe our employees are our most important asset and are dedicated to their well-being. We encourage, guide, and support employees, helping them to advance their careers while contributing to customer projects and to the success of our company.
We want our employees to be happy and healthy and encourage activities beyond work responsibilities. For example, we contribute to sporting activities, organize social events, celebrate successes and support all efforts for employee well-being. With us, you will find a stimulating work environment, where we reward extraordinary achievements and allow people to grow in their professional roles.
About Enea
Enea is a world-leading specialist in software for telecom and cybersecurity. The company’s cloud-native solutions connect, optimize, and secure services for mobile subscribers, enterprises, and the Internet of Things. More than 100 communication service providers and 4.5 billion people rely on Enea technologies every day.
Enea has strengthened its product portfolio and global market position by integrating a number of acquisitions, including Qosmos, Openwave Mobility, Aptilo Networks, and AdaptiveMobile Security.
Enea is headquartered in Stockholm, Sweden, and is listed on Nasdaq Stockholm
Product Support Engineer
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