Cradlepoint is seeking a Support Engineer - Cloud to provide solutions to customer-reported problems in accordance with established processes and contracted Service Level Agreements. This role requires strong product/domain and solutions knowledge, understanding of customer networks, and awareness of technology evolution. You will also be involved in pre-emptive support and software update management for relevant customers and play a key role in problem management, implementing preventive actions, and reporting on their results.

Responsibility and Tasks

General:

Handle and resolve Customer issues, ensuring high customer satisfaction.
Provide dedicated support to address specific customer needs.
Deliver results that consistently meet customer expectations.
Handle Software Update Management (SUM) effectively.
Manage Customers and internal Stakeholders from a technical perspective.
Work with a diverse team, fostering collaboration.

Operational:

Keep track of ongoing Customer service requests and ensure concerns are addressed with the right priority.
Analyze and troubleshoot to provide support in critical and Emergency cases when needed.
Interface and Interact with relevant stakeholders within the organization to ensure timely progress on customer service requests for Critical/Priority cases.
Be available to handle customer technical queries all the time and ensure timely responses.
Make constant efforts to stay updated on relevant technical skills.
Participate in Project activities and get involved as needed.
Take handover from Project and ensure all checkpoints are completed.
Organize and deliver Knowledge sharing sessions with stakeholders.
Review and prepare relevant technical documents, such as Root Cause Analysis (RCA).

Customer Specific:

Maintain a good Working Relationship with Customer and Working groups.
Take part in Operational review meetings as and when required.
Understand and stay updated on solutions deployed in customer networks.
Make customers aware of product Life Cycle (e.g., HW or SW).
Interface with the customer for planned activities in the network as needed.

Business Related:

Provide technical support to the Service Delivery Manager in all respects.
Participate and contribute during pre-sales engagement activities, if needed.
Understand contractual obligations for support delivery.
Ensure that KPIs are met according to SLA.
Identify add-on sales opportunities.

Position Qualifications

Behavioral Competencies:

Creating & Innovating
Entrepreneurial & Commercial Thinking
Persuading & Influencing
Applying Expertise & Technology
Analyzing
Delivering Results & Meeting Customer expectations

Soft Skills:

Presentation & Communication skills
Teamwork & Collaboration skills
Market insight
Financial Understanding
Consultative Selling Skills
Negotiation Skills
Leadership Skills

Education Qualification & Years of Experience

Education: BE/B Tech or equivalent.
Minimum years of experience: 8+ Years.

Skill & Experience

Working in a virtual Environment is a must.
Should have good exposure to working with:
OpenStack (CEE)
Kubernetes (CCD)
Cloud Networking (SDI SDN)
Cloud Storage
REDHAT OpenStack (RHOSP)
REDHAT OpenShift (RHOCP)
CEPH and Other Storage solutions
Excellent Understanding of Cloud Networking (OSPF, BGP, BFD etc.).
Exceptional troubleshooting skills are required to solve customer issues without escalating to the next level for competence units.
Should be able to perform tracing and complex log analysis for Cloud Nodes.
Exposure to any of the following Cloud Core applications/environments is desired:
MME/AMF/SMF/PCC
EPG/Packet Gateway
SAPC/CCPC/5G Policy Controller
CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
IP Routing
IMS
Strong technical acumen should be exhibited when dealing with complex customer issues.
Should have worked in a telecom support function earlier.
Past experience with Ericsson will be preferred.
Good knowledge of 3GPP in the Cloud area.

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