Product Support Engineer

ENEA; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid working model

Health benefits

Paid time off

Job summary

ENEA, a leading telecom and cybersecurity software company, seeks a technically skilled Customer Support professional for its Hyderabad operations. You will join a 24/7 support team, resolve complex platform issues, and collaborate with engineering and service delivery teams.

The role requires a B.Tech/BE in IT/Computers/ECE, fluent English, and willingness to travel. Responsibilities include incident management within SLAs, system support, root cause analysis, and knowledge sharing.

Qualifications

• B.Tech/BE in IT, Computers, or Electronics & Communications.
• 2–6 years experience in telecom/IT support or related fields.
• Strong knowledge of messaging, signalling, and network concepts.
• Experience with ticketing systems and incident management.
• Excellent English communication and presentation skills.
• Willingness to travel and work in a 24/7 support environment.

Responsibilities

• Understand customer needs and align with objectives.
• Incident management within SLAs; troubleshoot and resolve platform issues.
• Follow system support guidelines and coordinate with teams for resolution.
• Lead post-event root cause analyses and reporting.
• Implement configuration changes with proper approvals.
• Engage in technical discussions to enhance network performance.
• Share knowledge and create KB articles; mentor teammates.
• Analyze traffic and security; present reports to customers.

Skills

Troubleshooting

Communication

Presentation

Reporting

Analysis

Interpersonal skills

Education

B.Tech/BE in IT/Computers/ECE

Tools

Kafka

ElasticSearch

Kibana

SQL

REST API

Consul

Nginx

haproxy

Grafana

Prometheus

Linux

MySQL

Kubernetes

Docker

AWS

Azure

Job description

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 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.

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, 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.

What We Can Offer You

Hybrid Working Model: Flexibility to work from both office and home.

Industry Leadership: Work with a leading organization in telecommunication security, where great performance is recognized.

Competitive Salary: Attractive compensation package.

Paid Time Off: 20 days of PTO, increasing to 25 days with length of service.

Health Benefits: Comprehensive healthcare plan, including general insurance, term life cover, accidental insurance, and travel insurance.

Bonus Scheme: Opportunity to earn company bonuses.

Learning Opportunities: Free access to various learning platforms.

A Few Final Details

Employment Type: Full-time, 37.5 hours per week.

Location: Hyderabad, with potential travel as needed.

Start Date: Immediate.

Shift Work: Some night and weekend shifts required.

Equal Opportunity Employer: Enea is committed to diversity and inclusion.

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 every day when they connect to mobile networks or use the Internet.

Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm.