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.
