Senior TSE - SMART

Allot; Mumbai; Hybride; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Allot is seeking a Senior Technical Support Engineer based in Mumbai (hybrid). This role involves diagnosing and resolving complex technical issues for CSP clients, managing support tickets, and collaborating with engineering teams. Ideal candidates should have 10+ years of experience, extensive knowledge of Kubernetes, Linux, and troubleshooting skills. The position requires strong analytical abilities, and comfort in high-pressure situations.

Qualifications

• 10+ years of overall experience with 7+ years in technical support.
• Hands-on experience with Kubernetes and expert-level Linux administration.
• Exceptional analytical skills to solve complex problems.

Responsabilités

• Diagnose and resolve application issues on Linux systems.
• Manage support cases ensuring issues are tracked and resolved.
• Provide fault isolation and root cause analysis for technical issues.

Connaissances

Linux administration

Kubernetes

Cloud infrastructure (K8S/AWS)

Troubleshooting skills

Analytical skills

Outils

Wireshark

Tcpdump

SQL

Description du poste

Senior Technical Support Engineer

Location: Mumbai (Hybrid)

Who We Are

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

Job Summary

A Technical Support Engineer to remotely support our CSP clients – an opportunity to join 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 Linux-based systems and 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 on an as‑needed basis.
• Act as a high-level technical lead for customers, translating complex data into clear updates during critical outages.
• Able to effectively communicate with all levels and stakeholders – internally and externally on complex technical issues.

Qualifications

• Overall 10+ years of experience with 7+ years relevant experience.
• Experience with supporting software products.
• Experience with Wireshark/Tcpdump for deep protocol-level analysis.
• Strong experience with Cloud infrastructure such as K8S and/or AWS.
• Hands‑on experience with Kubernetes (kubectl, pod networking) and expert-level Linux administration (shell scripting, log parsing).
• 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.

Preferred Qualifications

• Certifications: CKA (Certified Kubernetes Administrator), CCNP, or RedHat.
• Experience understanding ISP networks, Diameter Protocol, 4G/5G call flows.
• Experience working directly with ISPs, mobile operators, cable operators.
• Proficient in writing and optimizing SQL queries for troubleshooting and data extraction.