The Technical Support Engineer will provide remote support to CSP clients, diagnosing application issues on Linux and Kubernetes, managing support cases, and collaborating with engineering teams for product operability.
Description
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
- 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.
- Able to effectively communicate with all levels and stakeholders - internally and externally on technical issues
- Overall 7+ years of experience with 4+ years relevant experience.
- Required experience with supporting software products.
- Experience with Wireshark/Tcpdump for deep protocol-level analysis.
- Experience with Cloud infrastructure such as K8S and/or AWS.
- Hands-on experience with Kubernetes (kubectl, pod networking) and Linux administration (shell scripting, log parsing).
- Ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
- Advantages:
- Certifications: CKA (Certified Kubernetes Administrator), CCNP, or RedHat.
- Understanding ISP networks, Diameter Protocol, 4G/5G call flows.
- Experience working directly with ISPs, mobile operators, cable operators.
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