Product Support Engineer

This role offers you the opportunity to grow in a dynamic, cooperative environment, where your contributions are valued, and you can make a meaningful impact on both our customers and ENEAs success.

Role Overview

As a key member of our Customer Support team, reporting to the Customer Support Manager, youll 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.

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).
- 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.

Job Details

- Employment Type: Full-time, 37.5 hours per week.
- Location: Hyderabad, India
- Travel: Potential to travel as needed

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Product Support Engineer (Hyderabad)
🏢 Openwave Mobility
📍 Hyderabad