Product Support Engineer

2-8 Years

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Early Applicant

Job Description

Description

Key Responsibilities :

Follow system support guidelines and prioritize faults to meet SLAs.
Investigate/reproduce system/network issues.
Lead Root Cause Analysis reports post-event.
Execute system configuration changes within given access rights and approval.
Handle and clear assigned Trouble Tickets.
Provide technical expertise and assist in documentation.
Participate in technical discussions to improve network performance.
Handle second-level service problem restoration and emergencies.
Analyze traffic, tune solutions, and present results to customers/account managers.
Create knowledge base articles and develop feedback mechanisms.
Collaborate with other Technical Support Engineers and share best practices.

Essential Skills/Qualifications

Telecom support experience preferred; product support experience is a plus.
Scientific degree with 2-8 years of technical support experience in software/telecom.
Strong Unix/Linux administration and troubleshooting skills.
Expertise in TCP/IP, networking (OSI layers 2-7), and network analysis (Wireshark, tcpdump, etc.).
Linux System Administration/DevOps with deployment and automation emphasis.
Experience with SQL, RDBMS, LDAP, Public/Private Clouds, and Virtualization (AWS, OpenStack, VMWare).
Understanding of CI/CD, Ansible, Jenkins, and DevOps concepts.
Excellent communication and interpersonal skills with a problem-solving mindset.

(ref:hirist.tech)