• Manage customer support cases from initiation to resolution, ensuring SLA compliance.

• Analyze and troubleshoot complex software issues, including reproducing problems and developing test scenarios.

• Develop code fixes and custom integrations when required to resolve customer issues.

• Collaborate with R&D, Sustaining Engineering, and Custom Project teams to deliver timely, high-quality solutions. 

• Conduct technical follow-up with customers to confirm resolution and satisfaction. 

• Prepare detailed reports such as root cause analyses and escalation reviews and recommend process improvements. 

• Contribute and suggests areas of improvement for tools, processes, and other related topics. 

Project Phase

• Assist Project Managers in resolving technical issues quickly during project execution.

• Interface with Project Managers, and Customers.

Pre-Sales Phase

• Assist the Pre-sales Engineer to accelerate the resolution of technical issues.

• Support the Pre-sales Engineer during product evaluation.

• Interface with Pre-Sales, Account Manager, and Customers.

Profile Prerequisites

Education & Experience:

• Bachelor's degree (or higher) in Computer Science, Information Systems, or a related field, with a specialization in networking or systems programming.

• Up to 3 years of experience in software development, technical support engineering, and customer-facing engineering roles.

• Technical Skills: Strong proficiency in C programming on x86/Linux platforms is mandatory.

• Basic understanding of multi-threaded application development and concurrent programming techniques.

• Proactive and problem-solving skills, with a willingness to learn and develop technical expertise.

• Working knowledge of Linux development tools (compilers, debuggers, build systems).

• Familiarity with debugging and profiling tools to identify and resolve performance bottlenecks.

• Basic understanding of IP networking protocols and network stack behavior.

• Experience with scripting languages such as Python, Bash, or similar for automation and troubleshooting is a plus.

• Ability to learn new technologies quickly and work effectively in a customer-facing environment.

Language & Communication:

• Fluent in English, both written and spoken.

Soft Skills

• Strong interpersonal and communication skills, with the ability to collaborate effectively with both Enea team members and customer stakeholders.

• Curious and adaptable mindset with a strong desire to learn and explore new technologies.

• Customer-focused approach, with the ability to understand and prioritize customer requirements in complex technical contexts.

• Capable of managing multiple tasks and priorities simultaneously in a dynamic environment.

Why Join Us?

At Enea, you'll be part of an innovative team, working on cutting-edge technologies that help shape the future of networking and security. We foster a collaborative environment where every team member has a voice and an opportunity to grow. If you are passionate about delivering excellent technical support and solving complex challenges, we'd love to hear from you!

Enea Embedded Security - Deep Packet Inspection Software

Enea Qosmos technology is the de facto industry standard for embedded Deep Packet Inspection (DPI) and Traffic Intelligence in cybersecurity and networking.

Our embedded deep packet inspection and traffic intelligence software products’ classify traffic in real-time and provide granular information about network activities, boosting solution performance from the inside. Available as a next-generation DPI (NG DPI) and classification engine SDK or a standalone high throughput network sensor, they support an extensive range of protocols and applications and deliver detailed network traffic visibility, application awareness, and essential insights into encrypted traffic to cybersecurity and networking solutions such as SSE, SASE, SD-WAN, ZTNA, NGFW, and  NDR/XDR.