The Senior Technical Support Engineer will diagnose application issues on Linux systems, support CSP clients, manage cases, and enhance customer satisfaction with technical solutions.
Description
Senior Technical Support Engineer
Location: Mumbai (Hybrid)
Who we are
Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world.
We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.
At Allot, you’ll have the opportunity to develop professionally and personally in a dynamic environment with like-minded people who always go the extra mile to succeed.
What we’re looking for
A Technical Support Engineer to remotely support our CSP clients - this is an opportunity to join the Global Customer Services team of a leading DPI/network devices vendor providing solutions for Tier1 global telcos.
What you’ll do
- Diagnose and resolve intricate application issues running on Linux-based systems and Kubernetes (K8s) clusters.
- Provide technical services including writing scripts, troubleshooting and best practices for customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Provide configurations, troubleshooting and best practices to customers.
- Work with our Engineering team and influence the operability of the product.
- Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
- Act as a high-level technical lead for customers, translating complex data into clear updates during critical outages.
- Able to effectively communicate with all levels and stakeholders - internally and externally on complex technical issues
- Overall 10+ years of experience with 7+ years relevant experience.
- Required experience with supporting software products.
- Experience with Wireshark/Tcpdump for deep protocol-level analysis.
- Required strong experience with Cloud infrastructure such as K8S and/or AWS.
- Hands-on experience with Kubernetes (kubectl, pod networking) and expert-level Linux administration (shell scripting, log parsing).
- Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
- Exceptional analytical skills with the ability to break down non-linear problems under strict SLAs.
- A self-starter who initiates process improvements and develops scripts or tools to prevent recurring issues.
- Demonstrated ability to remain calm and focused in high-pressure environments and during extended overtime shifts.
Advantages:
- Certifications: CKA (Certified Kubernetes Administrator), CCNP, or RedHat.
- Experience understanding ISP networks, Diameter Protocol, 4G/5G call flows.
- Experience working directly with ISPs, mobile operators, cable operators.
- Proficient in writing and optimizing SQL queries for troubleshooting and data extraction.
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