Product Support Engineer

Product Support Engineer

Role Overview: As a key player in the Customer Support team, you will work under the Customer Support Manager, troubleshooting complex technical issues, and collaborating closely with engineering and service delivery teams. You’ll combine technical expertise with excellent customer service, making you a vital part of our support operations. A degree in Computer Science/Engineering and strong communication skills are preferred. Candidates must be fluent in English, quick learners, positive-minded, and willing to travel.

Key Responsibilities:

• Follow system support guidelines and prioritize faults to meet SLAs.
• Investigate/reproduce system/network issues.
• Lead Root Cause Analysis reports post-event.
• Execute system configuration changes within given access rights and approval.
• Handle and clear assigned Trouble Tickets.
• Provide technical expertise and assist in documentation.
• Participate in technical discussions to improve network performance.
• Handle second-level service problem restoration and emergencies.
• Analyze traffic, tune solutions, and present results to customers/account managers.
• Create knowledge base articles and develop feedback mechanisms.
• Collaborate with other Technical Support Engineers and share best practices.

Essential Skills/Qualifications:

• Telecom support experience preferred; product support experience is a plus.
• Scientific degree with 2-8 years of technical support experience in software/telecom.
• Strong Unix/Linux administration and troubleshooting skills.
• Expertise in TCP/IP, networking (OSI layers 2-7), and network analysis (Wireshark, tcpdump, etc.).
• Linux System Administration/DevOps with deployment and automation emphasis.
• Experience with SQL, RDBMS, LDAP, Public/Private Clouds, and Virtualization (AWS, OpenStack, VMWare).
• Understanding of CI/CD, Ansible, Jenkins, and DevOps concepts.
• Excellent communication and interpersonal skills with a problem-solving mindset.

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/40 hours per week

• Location: Pune

• Expected start date: Immediately

• Enea is an equal opportunities employer.

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.