Enea is hiring Product Support Engineer – Hyderabad, India

Enea is looking for a skilled and motivated Product Support Engineer to join its 24/7 global customer support team in Hyderabad. This role involves solving complex technical issues, collaborating with engineering teams, and ensuring high customer satisfaction. Candidates should have strong technical skills, excellent communication abilities, and a passion for problem-solving in the telecom space.

• Handle and resolve customer incidents within defined SLAs.
• Reproduce, troubleshoot, and escalate platform issues as necessary.
• Implement system configuration changes with appropriate access rights.
• Conduct root cause analysis and generate detailed post-incident reports.
• Engage in technical discussions to optimize network performance.
• Develop and maintain internal knowledge base and support documentation.
• Collaborate with global support teams to ensure issue resolution and knowledge sharing.
• Analyze network traffic, implement tuning solutions, and present findings to stakeholders.
• Contribute to feedback loops that improve future support outcomes.

• 3 to 6 years of experience in technical support or related roles.
• B.Tech/BE in IT, Computer Science, or Electronics & Communications.
• Prior experience in telecom environments (VAS/DATA operations, GSM, GPRS, UMTS).
• Proficiency with protocols such as SMSC, SMS, SMPP, RCS, MMS, SIP, SS7, Diameter, GTP-C, and 5G.
• Hands-on experience with tools like Kafka, ElasticSearch, Kibana, SQL, REST API, Consul, Nginx, haproxy, Grafana, Prometheus.
• Strong scripting and networking skills (Linux, Shell, Python, TCP/IP, BGP, BFD).
• Excellent troubleshooting, communication, and reporting skills.
• Comfortable working in shifts, including nights and weekends.
• Willingness to travel as needed.

Nice to Have

• Familiarity with MySQL, Kubernetes, Docker, AWS, Azure.
• Experience with ticketing systems and service delivery coordination.

Benefits

• Hybrid work model.
• Competitive salary with performance-based bonuses.
• 20–25 days of paid time off.
• Comprehensive health and insurance coverage.
• Access to premium learning platforms.
• Opportunity to grow with a globally recognized leader in telecom security.

How to Apply

Apply now on CloudSutra.