Senior Engineer-Technical Support

Alepo; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Alelo is seeking a Senior Support Engineer to join its Global Technical Assistance Center in Navi Mumbai. You will provide advanced technical support for telecommunications products, perform complex troubleshooting, and drive resolutions while maintaining service levels.

You will work with scripting and automation, lead root-cause analysis, and contribute to knowledge base and training. This role demands deep telecom knowledge, strong analytical skills, and the ability to run with initiative in

Qualifications

• Bachelor's degree in computer science, Computer Engineering, Electronics, or Telecommunications from accredited institutions.
• 3-6 years’ experience in technical support or application support roles.
• 2+ years of telecommunications industry experience.

Responsibilities

• Provide senior-level technical support via phone, email, chat, and support portal.
• Independently troubleshoot and resolve complex technical issues for telecommunications products.
• Perform advanced root cause analysis and incident management using AI tools.
• Configure Alepo products in production, staging, and lab environments.
• Handle critical alerts and escalated tickets with minimal supervision.
• Install and deploy patches in coordination with R&D following PAR guidelines.

Skills

Advanced Java

AI Prompt Eng

Perl scripting

Lua scripting

Bash scripting

Shell automation

SQL scripting

Education

Bachelors in CS/CE/ET

Job description

Senior Engineer-Technical Support

in India Office Navi Mumbai

Position Overview

We are seeking a Senior Support Engineer to join our Global Technical Assistance Center team. The successful candidate will provide advanced technical support for telecommunications products, independently handle complex troubleshooting scenarios, and drive resolutions while maintaining exceptional service levels. This role requires deep technical expertise in telecommunications systems, scripting, and analytical problem-solving.

Key Responsibilities

Advanced Technical Support (70%)

• Provide senior-level technical support via phone, email, chat, and support portal


• Independently troubleshoot and resolve complex technical issues for telecommunications products, using AI tools.


• Perform advanced root cause analysis and incident management, using AI tools.


• Configure Alepo products in production, staging, and lab environments.


• Handle critical alerts and escalated tickets with minimal supervision.


• Install and deploy patches in coordination with R&D team following PAR guidelines.


• Achieve 90% closure rate for assigned tickets, alerts, and patch deployments within SLA


• Maintain maximum 3 wrong escalations to R&D Support annually

Customer Relationship Management (20%)

• Create accurate incident reports and root cause analysis documents within SLA


• Manage third-party integration L1 issues independently


• Communicate and resolve vendor issues within SOW and OLA requirements


• Participating in customer service review meetings and drumbeat calls


• Generate comprehensive technical reports and documentation

Technical Leadership and Automation (10%)

• Write automation scripts using prompt engineering, Shell, SQL, Java, Perl, Lua, and Bash


• Serve as Subject Matter Expert (SME) for minimum 2 Alepo product modules


• Perform a minimum of 2 AI based tasks which will help the GTAC team to evolve with customer success.


• Contribute a minimum of 24 knowledge base articles annually.


• Provide technical training and mentoring to junior team members.


• Install, configure, and customize open-source tools

Required Qualifications

Education

• Bachelor’s degree in computer science, Computer Engineering, Electronics, or Telecommunications from accredited institutions

Experience Requirements

• 3-6 years’ experience in technical support or application support roles

• 2+ years of telecommunications industry experience


• Proven experience handling alerts, server health monitoring, and troubleshooting


• Demonstrated ability to handle L1 third-party integration issues independently

Technical Skills – Must Have

Programming and Scripting:

• Advanced Java programming and scripting


• AI Prompt Engineering


• Perl scripting proficiency


• Lua scripting experience


• Bash scripting expertise


• Shell script development and automation


• SQL script writing and optimization

Database Technologies:

• MySQL database administration and troubleshooting


• Oracle database management and optimization


• Relational database concepts and performance tuning


• Database monitoring and maintenance

Operating Systems:

• Linux system administration


• Linux command line proficiency


• System monitoring and troubleshooting


• Performance optimization and tuning

Telecommunications Technologies:

• OSS/BSS systems expertise


• Advanced networking concepts


• Telecommunications protocols and standards


• 4G LTE, 2G/3G, WiMAX, WiFi technologies


• Radius and Diameter protocol knowledge


• AAA authentication systems


• CDR processing and analysis

Monitoring and Management Tools:

• ICINGA monitoring system expertise


• ZABBIX monitoring and reporting


• PRTG traffic analysis


• collected system statistics monitoring


• JIRA issue tracking and project management


• Trouble ticketing system administration

Standards and Processes:

• ISO 20000 standard implementation


• SLA management and compliance


• Incident management processes


• Change management procedures


• Service restoration protocols