Senior Solutions & Support Engineer

Cnergee Technologies; Navi Mumbai; Vor Ort; INR 600.000 - 1.200.000; Vollzeit

Zusammenfassung

Cnergee Technologies in Navi Mumbai seeks a Senior Solutions & Support Engineer to bolster pre-sales activities, run POCs, deliver product demonstrations, and ensure smooth onboarding for customers. The role involves resolving L2 network and device issues, coordinating with internal teams, guiding L1 staff, and producing timely RCA reports to enhance customer experience.

You will manage deployments and API integrations while maintaining process discipline.

Qualifikationen

• 3–5 years in technical support, pre-sales, network support or solutions engineering.
• Strong networking and Wi‑Fi fundamentals; ability to troubleshoot connectivity.
• Experience with device/server installation, tunnel configuration and API integrations.
• Excellent customer communication and documentation skills.

Aufgaben

• Support pre-sales activities, POCs, and product demonstrations to align with customer requirements.
• Deliver product demonstrations for domestic and international customers.
• Troubleshoot and resolve L2 application, network, and Wi-Fi issues; escalate to L3 when needed.
• Assist customer onboarding, deployment, and API integrations.
• Review service requests, monitor tickets, guide L1 engineers, and manage daily stand-ups.
• Coordinate RCA, incident reports, and communicate corrective actions to customers.
• Maintain demo devices and orchestrator environments and coordinate visits.
• Collaborate with Sales, Network, Development, and Accounts teams to resolve dependencies.
• Prepare and share support and sales reports within agreed timelines.
• Should be process-oriented.

Kenntnisse

Customer communication

Technical presentation

Problem solving

Escalation handling

RCA reporting

Team guidance

Time management

Ausbildung

B.E./B.Tech/B.Sc. in IT / Electronics / CS or related

Tools

Jira

Excel

Network/orchestration tools

LuCI

Linux

SQL basics

APIs

Jobbeschreibung

The Senior Solutions & Support Engineer will support pre-sales activities, product demonstrations, proofs of concept (POCs), customer onboarding and Level 2 (L2) technical support. The role includes resolving escalated issues, coordinating with internal teams, guiding L1 support, and ensuring timely service delivery and a positive customer experience.

Key Responsibilities

• Pre-Sales and POCs: Understand customer requirements, participate in kick-off and POC calls, support testing, and coordinate technical activities required for successful POC completion.
• Product Demonstrations: Deliver product and Orchestrator demonstrations tailored to customer use cases; support in-person and remote demos for domestic and international customers.
• Technical Support: Troubleshoot and resolve L2 application, network, internet, device and Wi-Fi connectivity issues; elevate complex cases to L3 with relevant diagnostic details.
• Customer Onboarding and Deployment: Support device and server installation, tunnel configuration, new deployments, Orchestrator migrations, user/ID creation and API integrations.
• Ticket and Team Management: Review the service-request dashboard, monitor ticket ageing and pending cases, guide L1 engineers, identify blockers and conduct daily team stand-ups.
• Escalation and Root Cause Analysis: Manage customer escalations, prepare incident reports, coordinate root cause analysis (RCA), and communicate findings and corrective actions to customers.
• Experience Centre Management: Keep demo devices, systems and Orchestrator environments operational; coordinate visit schedules, prepare demo material and capture customer requirements and feedback.
• Cross-Functional Coordination: Work with Sales, Network, Development, L1/L3 Support and Accounts teams to resolve dependencies and ensure timely closure of customer requirements.
• Reporting: Prepare and share required support, complaint, WFA and Sales OB reports within agreed timelines.
• Should be process-oriented.

Required Skills & Qualifications

• Education: B.E./B.Tech/B.Sc. in IT, Electronics, Computer Science or a related discipline, or
• equivalent qualification.
• Experience: 3-5 years in technical support, pre-sales, network support or solutions engineering.
• Technical knowledge: Networking and Wi-Fi fundamentals, connectivity troubleshooting,
• device/server installation, tunnel configuration, Linux/root-level access, LuCI, basic SQL and API
• integration support.
• Tools: Jira, Excel and relevant network/orchestration tools.
• Core competencies: Customer communication, technical presentation, problem-solving, escalation handling, RCA and report writing, team guidance, coordination and time management.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.