Senior TSE - SMART

Allot Communications; Mumbai; Hybrid; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Certifications: CKA/CCNP/RedHat

ISP/network experience

SQL query proficiency

Job summary

Allot Communications seeks a Senior Technical Support Engineer in Mumbai with 10+ years of IT experience and 7+ years in product support. The role requires deep Linux,Kubernetes, and cloud skills, including AWS and network analysis tools like Wireshark.

You will join the Global Customer Services team, handling complex cases, guiding customers, and contributing to knowledge bases. The position is hybrid in Mumbai, offering on-call rotations and opportunities to advance within a leading

Qualifications

• 10+ years overall 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.

Responsibilities

• Diagnose and resolve complex issues on Linux-based systems and Kubernetes clusters.
• Provide technical services including scripting, troubleshooting and best practices for customers.
• Manage support cases so issues are recorded, tracked, and resolved with timely follow-ups.
• Provide fault isolation and root cause analysis for technical issues.
• Publish Technical Support Bulletins and knowledge base documentation.
• Review technical docs for training materials and manuals.
• Provide configurations, troubleshooting and best practices to customers.
• Collaborate with Engineering to influence product operability.
• Participate in weekend on-call rotation and after-hours support as needed.
• Act as a high-level technical lead for customers and communicate updates clearly during outages.

Skills

Kubernetes

Linux

Wireshark/Tcpdump

Shell scripting

AWS

kubectl

Tools

kubectl

Job description

Allot Careers // open Position

It’s good to be here

Asia Pacific Smart Mumbai, India , India ● Full time Senior TSE - SMART

Job Description :

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.

We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.

At Allot, you’ll have the opportunity to develop professionally and personally in a dynamic environment with like-minded people who always go the extra mile to succeed.

What we’re looking for

A Technical Support Engineer to remotely support our CSP clients - this is an opportunity to join the Global Customer Services team of a leading DPI/network devices vendor providing solutions for Tier1 global telcos.

What you’ll do

• 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 of 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

Requirements :

• Overall 10+ years of experience with 7+ years relevant experience.
• Required experience with supporting software products.
• Experience with Wireshark/Tcpdump for deep protocol-level analysis.
• Required 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 required.
• 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 (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.