Technical Support Engineer - Secure

Allot; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Allot is looking for an experienced Technical Support Engineer based in Mumbai, India. This role involves supporting Communication Service Providers in the APAC & EMEA regions. Key responsibilities include providing technical support, managing support cases, and collaborating with the engineering team. Candidates must have 5+ years of relevant experience, strong skills in Linux OS and cloud infrastructure (Kubernetes/AWS), and a background in troubleshooting complex issues. This is a great opportunity to join a leading provider of network intelligence and cybersecurity solutions.

Qualifications

• 5+ years of relevant support experience.
• Strong experience with Linux OS based applications.
• Experience with cloud infrastructure such as Kubernetes and/or AWS.

Responsibilities

• Provide Technical Support to customers and partners.
• Manage support cases to ensure timely resolutions.
• Provide fault isolation and root cause analysis.

Skills

Technical Support

Linux OS

Cloud Infrastructure

Scripting

Troubleshooting

Education

BS/MS or equivalent experience

Tools

Kubernetes

AWS

SIEM

Vulnerability Management Tools

Job description

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 real value by offering cutting‑edge solutions that make their networks smarter and their users more secure. At Allot, you’ll have the opportunity to grow both professionally and personally in a dynamic environment that values diverse perspectives and encourages collaboration with individuals who are committed to going the extra mile to succeed.

What We’re Looking For

A Technical Support Engineer to support our Communication Service Providers clients in the APAC & EMEA region—this is an opportunity to join the Global Customer Services team of a leading Network Intelligence and Cybersecurity solutions provider for Tier‑1 global telcos.

Responsibilities

• Provide Technical Support to customers and partners
• Provide technical services including writing scripts, troubleshooting and best practices to 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
• Able to effectively communicate to all levels and stakeholders—internally and externally on complex technical issues
• Provide support that includes mandatory weekend, holiday shift work and on‑call support. Support includes a blend of as‑needed and rotational coverage, which is subject to change.

Requirements

• 5+ years of relevant support experience
• Experience supporting software products
• Strong experience with Linux OS based applications (installation, troubleshooting, debugging)
• Strong experience with cloud infrastructure such as Kubernetes and/or AWS
• Knowledge of SIEM, vulnerability management tools and firewalls
• Experience understanding ISP networks, Diameter protocol, 4G/5G call flows
• Experience with batch scripting and Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols
• BS/MS or equivalent experience required