What you will do 

Purpose

We are here to solve product issues for our customer

•    by improving our product long term

•    Proactivity in all we do!

Role responsibilities

•    Deal with customer support requests according to the defined process

•    Provide support in detailed technical queries and solutions to source code level problems

•    Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.

•    Be part of 24/7 emergency duty and support on critical cases

•    Collect customer feedback and submit it to the R&D program to continue improving the product

•    Continuously update the knowledge base and share knowledge within the organization

•    Participate in FFI (First feature introduction) activities

•    Provide on-site support when needed

•    Be part of serviceability and service preparation activities.

Required Skills

•    Documented and proven knowledge in Cloud Native concepts, docker, Kubernetes, AWS, Azure, GCP

•    The awareness of product security, privacy and risk assessment

•    Deep competence in troubleshooting and fault isolation using tools in complex IT/Telecom systems

•    Understanding, analyzing and troubleshooting code.

•    Experience of scripting like bash, python, perl, ansible, cassandra

scala (preferred)

•    Ability to maintain a professional communication with customers/local companies, especially in critical situations

•    Composure and readiness to work under high pressure from our customers/local companies while providing support

You will bring 

Minimum of 4-10 years’ experience running services on Linux, Technical Support, Emergency Handling, customer ticket handling/ request handling. 

To qualify the candidate should have demonstrated key traits required -

•    A very strong customer focus

•    Ability to juggle many tasks and projects in a fast-moving environment

•    Be a self-starter who is excited about technology.

•    Good time management and multi-tasking capabilities

•    Good teammate who is also comfortable working on own initiative

•    Flexibility with working hours

•    Familiarity with general business terms and processes

•    Innovative & creative approach to problem solving coupled with advanced diagnostic & technical analysis skills 

•    Values of Perseverance, Professionalism, Respect & working with Integrity

Education

•    B Tech, M Tech, or similar experience in relevant area (SW development, telco business)

•    Working experience in the Telecom area >5 years, preferably longer