Support Engineer- Cloud

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.