Senior Support Engineer - Core Networks

Cradlepoint; Dadri; On-site; INR 400,000 - 560,000; Full time

Job summary

Cradlepoint is seeking a dedicated and dynamic Support Engineer to join our team. You will provide data-driven solutions to customer-reported problems following established processes and contracted SLAs.

Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, youll take on a more instrumental role in handling operational and technical issues

Qualifications

• Customer problems handling and resolution.
• Proactive data-driven analysis for service quality.

Responsibilities

• Own Customer Service Requests from validation to resolution.
• Participate in emergencies to restore networks.
• Oversee SLA and KPI performance to improve customer satisfaction.
• Conduct data-driven support to prevent service degradation.
• Plan and execute contracted software implementations in customer networks.
• Implement corrective actions after failed software loading.

Skills

Customer Problem Management

Change and Improvement Management

Preemptive support

CS Portfolio

Data Analysis

Negotiation

Customer Success

Machine Learning

Customer Relationship Building

CSR Handling Process

Trade Compliance

Knowledge Transfer

Release and change management

Job description

Join our Team

About this opportunity:

We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, youll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.

What you will do:

• Own Customer Service Requests, managing them from contract validation, through issue resolution.
• Play an active role in emergency situations to ensure timely restoration of customer networks.
• Oversee SLA and KPI performance, driving enhancements through consultative approaches to ensure customer satisfaction and contractual fulfillment.
• Conduct data-driven support, assisting in the prevention of service or performance degradation for our customers.
• Plan and execute contracted software implementations in customer networks, maintaining functionality and efficiency.
• Implement appropriate corrective actions in the event of unsuccessful software loading.

The skills you bring:

• Customer Problem Management.
• Change and Improvement Management.
• Preemptive support competence.
• CS Portfolio competence.
• Data Analysis.
• Negotiation.
• Customer Success.
• Machine Learning.
• Customer Relationship Building.
• CSR Handling Process.
• Trade Compliance.
• Knowledge Transfer and Reuse.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.