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 cutting-edge 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: 2 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, D

📌 Product Support Engineer (Hyderabad)
🏢 Enea
📍 Hyderabad