Enterprise TSE - SaaS : 26-02046

Akraya; Thiruvananthapuram; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

WBW Returnship Program

Job summary

Akraya, Inc. in Trivandrum, Kerala is seeking an experienced technical support engineer to provide advanced SaaS customer support.

You will diagnose complex network and system issues, collaborate with engineering, and develop workarounds to improve product reliability. The role requires strong TCP/IP, DNS, DHCP and routing knowledge, comfort with Linux/Windows, and the ability to communicate clearly with customers across international teams.

Qualifications

• Advanced troubleshooting of TCP/IP, DNS, DHCP, and networking issues.
• Experience in TAC/Remote Support and log analysis.
• Ability to diagnose complex network problems and collaborate with engineering.

Responsibilities

• Provide remote technical support for SaaS customers via phone, email, chat, and web.
• Troubleshoot DNS, DHCP, TCP/IP, routing, switching, and networking issues.
• Diagnose, resolve, and own customer cases end to end.
• Collaborate with Engineering to resolve product issues.
• Create technical documentation and knowledge base articles.
• Support a 24x7 rotational support environment.

Skills

TCP/IP

Subnetting

DNS

DHCP

OSI Model

Routing & Switching

Linux/Windows OS

Cloud basics (AWS SaaS PaaS IaaS)

Remote Technical Support

Communication skills

Job description

Primary Skills: Technical Support (advanced). TCP/IP Fundamentals (advanced), DNS (advanced), DHCP (advanced), Subnetting (advanced), Routing Concepts (intermediate)

Position Type: Permanent

Location: Trivandrum, Kerala

Shift: Rotational (24*7)

Mode of Work: Hybrid

#WBW NOTE: Role is open to Women Back to Work candidates with a career gap. Women Back to Work, the prominent global organization specializing in returnship programs, is pleased to collaborate with one of the leading companies in the Networking & Cybersecurity industry, to extend return-to-work opportunities. The WBW returnship program is exclusively designed for professionals who have taken a career break, whether for caregiving responsibilities, raising a child, or other voluntary reasons. If you have a gap in your work history, we warmly encourage you to apply. This returnship provides a platform to enhance your skills, build on your experience, and cultivate meaningful connections.

Job Summary

This role is responsible for providing advanced technical support to SaaS customers, resolving complex network and system issues. You will collaborate with engineering teams to diagnose problems, develop workarounds, and contribute to product enhancements. The ideal candidate will be a skilled problem-solver with a deep understanding of networking protocols and a customer-focused approach.

Key Responsibilities

• Provide remote technical support for SaaS customers via phone, email, chat, and web.
• Troubleshoot DNS, DHCP, TCP/IP, routing, switching, and networking issues.
• Diagnose, resolve, and own customer cases end to end.
• Collaborate with Engineering to resolve product issues.
• Create technical documentation and knowledge base articles.
• Support a 24x7 rotational support environment.

Must-Have Skills

• Networking: TCP/IP, OSI Model, IPv4, Subnetting, Routing & Switching.
• Protocols: DNS, DHCP, ARP, ICMP, TCP, UDP.
• Routing: OSPF, BGP, VRRP (basic knowledge).
• OS: Linux/Unix or Windows.
• Cloud: Basic AWS, SaaS, PaaS, IaaS.
• Support: Technical troubleshooting, TAC/Remote Support, Log Analysis.
• Soft Skills: Communication, Problem-solving, Customer-focused.

Industry Experience

Experience in Technical Assistance Centers (TAC), enterprise networking, or SaaS technical support, with hands-on troubleshooting of TCP/IP, DNS, DHCP, routing, and switching for global customers.