Support Engineer

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.

Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm.

Role Overview

As a key member of our Customer Support team, reporting to the Customer Support Manager, you'll be crucial to our 24/7 support operations. Your role involves solving complex problems with innovative solutions, working closely with engineering and service delivery teams. You should be technically skilled, a quick learner, and able to blend technical expertise with strong customer engagement. A computer science or engineering degree is preferred, along with excellent communication skills.  A positive attitude, eagerness to learn, fluency in English, and readiness to travel are essential.

Core role responsibilities:

• Understand customer needs and business objectives

• Manage incidents while adhering to SLAs throughout their life cycle.

• To work within well-defined system support guidelines.

• Investigating, diagnosing, troubleshooting, and identifying solutions to platform issues.

• To prioritize and respond to incident alerts and support calls. Determine and coordinate with teams that are critical to the event resolution.

• To reproduce faults/causes in-house related to system/network problems.

• 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.

• Participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.

• Participate in technical communications within the support team to share best practices and learn about new technologies.

• Collaborate with other support team members on cases to help develop knowledge and skills.

• Create knowledge base articles to capture new learnings for reuse throughout the organization

• Develop and implement feedback mechanisms for use in preventing future support process breakdowns.

• Works on unusually complex problems and provides highly innovative solutions.

• Analysis of traffic and tuning of solution for maximum security and value add to Operator

• Analysis of reports and logs and presentation of results to customer and/or account manager

Preferred experience and knowledge:

• 4 to 7 years of experience

• B.Tech / BE - IT/Computers / Electronics & Communications

• Exp in VAS / DATA system operations and maintenance.

• Knowledge of Mobile Telecoms networks covering GSM, GPRS and UMTS

• Preferred knowledge on:

• Messaging: SMS, SMPP, RCS, MMS & SIP

• Signalling: SS7, Diameter, GTP-C & 5G

• Kafka and Kafka Streams, ElasticSearch, Kibana, SQL, REST API

• Consul, Nginx & haproxy.

• Perl / shell / Python Scripting

• TCP/IP, routing, switching

• Should be able to troubleshoot/debug the issues

• Strong communication, presentation, attitudinal, and interpersonal skills

• Demonstrates self-assurance in own actions, judgments, and capabilities.

• Reporting and analysis skills.

• Good knowledge of Linux OS, Mysql, Kubernetes, Docker, AWS, or Azure

• Experience in using a ticketing system for task management and team collaboration through resolution

What we can offer you:

• Hybrid working Model.

• The opportunity to work with an industry-leading organization and the forefront of the telecommunication security industry where a great performance is quickly recognized.

• Competitive Salary

• Twenty Days PTO, rising to twenty-five days in line with the length of service

• Paid health care plan(General Insurance, Term life cover, Accidental Insurance, and Travel Insurance)

• Company Bonus Scheme

• Free access to Learning Platforms.

A few final details

• Full-time/37.5 hours per week

• Location: Hyderabad and travel if/where required

• Expected start date: Immediately

• Some shift work (Night, Saturday, or Sunday) will be required for this role.

• Enea is an equal opportunities employer.