R&D Customer Support, NPI Expert

Jobtailor; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Jobtailor in Bengaluru, India is seeking a senior engineering professional with extensive experience in EPC and 5G Core products. The role involves troubleshooting, product deployments, lab simulations, and cross-functional collaboration to address complex customer issues.

The candidate should have 14+ years in software development, testing, or customer support, with strong virtualization/cloud experience (Kubernetes, OpenStack, VMware, Google Anthos, AWS) and excellent English communication.

Qualifications

• Bachelor’s degree in engineering or equivalent with 14+ years of experience in software development, testing, or customer support.
• Deep knowledge of EPC and 5GC products.
• Experience with virtualization and cloud platforms (Containers, Kubernetes, OpenStack, VMware, Google Anthos, AWS).
• Excellent verbal and written communication skills in English.
• Familiarity with Artificial Intelligence (AI) tools.

Responsibilities

• Conduct in-depth troubleshooting, technical analysis, and root cause analysis of customer issues and managing escalations with executive updates.
• Participate in product deployments and develop detailed procedures.
• Operate network and protocol simulators in a lab to replicate faulty scenarios and validate solutions.
• Collaborate with R&D engineering and product line management to address customer issues and guide decision-making.
• Lead initiatives for continuous improvement, focusing on serviceability, tool effectiveness, and knowledge transfer.
• Proactively leveraging AI to enhance daily operational efficiency.

Skills

Troubleshooting

Root cause analysis

Customer support

AI tools

English communication

Education

Bachelor's degree in engineering

Tools

Kubernetes

OpenStack

VMware

Google Anthos

AWS

Job description

• Conducting in-depth troubleshooting, technical analysis, and root cause analysis of customer issues. Effectively managing escalations providing comprehensive executive updates detailing the progress and resolution of critical customer cases.
• Participating in product deployments and developing comprehensive, detailed step-by-step method of procedures.
• Operating network and protocol simulators within a lab environment to replicate faulty scenarios, validate solutions, or develop effective workarounds.
• Collaborating actively with R&D engineering and product line management to address customer-reported issues. Leading technical discussions across groups, explain and provide analysis and best-solution options and contribute to decision-making, as a way forward on reported problems.
• Lead initiatives for continuous improvement, focusing on optimizing serviceability, enhancing tool effectiveness, and strengthening knowledge transfer within the team. Lead technical discussions with peers to promote the implementation of enhancements/improvements of Products SW Quality.
• Proactively leveraging Artificial Intelligence (AI) to enhance daily operational efficiency and effectiveness.

Requirements

• Bachelor’s degree in engineering or an equivalent qualification with 14+ years of experience in Software Development, Software Testing, or Customer Support is essential.
• In-depth knowledge of Evolved Packet Core (EPC) and 5G Core (5GC) products.
• Demonstrated understanding of Cloud-Native Network Functions (CNF) and Virtualized Network Functions (VNF) principles.
• Familiar with virtualization and cloud platforms such as Containers, Kubernetes, OpenStack, VMware, Google Anthos, and AWS.
• Excellent verbal and written communication skills in English are mandatory
• Familiarity with Artificial Intelligence (AI) tools.

Core Competencies

Demonstrates expertise in troubleshooting and technical analysis of customer issues, with a strong focus on Evolved Packet Core (EPC) and 5G Core (5GC) products. Proficient in leveraging Artificial Intelligence (AI) tools to enhance operational efficiency and collaborating with cross-functional teams to drive continuous improvement.