Senior TSE - SECURE

Allot; Mumbai; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

Allot is searching for a Senior Technical Support Engineer in Mumbai (Hybrid) to provide top-tier support for CSP clients. The role demands over 10 years of experience, focusing on advanced Kubernetes and API troubleshooting. Responsibilities include diagnosing complex issues, managing support cases, and publishing technical documentation. Ideal candidates should have strong analytical skills and a proactive approach to process improvements. Join a leading vendor supporting Tier1 global telcos and further your career in a dynamic environment.

Qualifications

• Overall 10+ years of experience with 7+ years of relevant experience.
• Experience supporting the backend of end-user mobile applications.
• Deep understanding of API troubleshooting.
• Advanced Kubernetes troubleshooting skills required.

Responsibilities

• Diagnose and resolve intricate application issues running on Kubernetes clusters.
• Provide technical services including writing scripts and troubleshooting.
• Manage support cases to track and resolve issues timely.
• Publish Technical Support Bulletins and document solutions in Knowledge Base.

Skills

API troubleshooting

Advanced Kubernetes troubleshooting

Analytical skills

Process improvements

Technical communication

Tools

Grafana

Prometheus

MongoDB

SeaweedFS

Job description

Senior Technical Support Engineer

Location: Mumbai (Hybrid)

About Allot

Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world.

What we’re looking for

A Technical Support Engineer to remotely support our CSP clients – you will be part of the Global Customer Services team of a leading DPI/network devices vendor, providing solutions for Tier1 global telcos.

Responsibilities

• Diagnose and resolve intricate application issues running on Kubernetes (K8s) clusters.
• Provide technical services including writing scripts, troubleshooting and best practices for customers.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
• Provide fault isolation and root cause analysis for technical issues.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Provide configurations, troubleshooting and best practices to customers.
• Work with our Engineering team and influence the operability of the product.
• Participate in regular weekend on-call rotation and provide after‑hours support as needed.
• Act as a high‑level technical lead for customers, translating complex data into clear updates during critical outages.
• Effectively communicate with all levels and stakeholders – internally and externally – on complex technical issues.

Requirements

• Overall 10+ years of experience with 7+ years of relevant experience.
• Experience supporting the backend of end‑user mobile applications.
• Deep understanding of API troubleshooting.
• Advanced Kubernetes troubleshooting (debugging sidecar injection, PVC/PV management, and Helm deployments).
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols.
• Exceptional analytical skills with the ability to break down non‑linear problems under strict SLAs.
• A self‑starter who initiates process improvements and develops scripts or tools to prevent recurring issues.
• Demonstrated ability to remain calm and focused in high‑pressure environments and during extended overtime shifts.

Advantages

• Certifications: CKA, CKAD.
• Experience in creating Grafana/Prometheus dashboards.
• Experience in NoSQL databases such as MongoDB and SeaweedFS.