Product Support Engineer

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.