Product Support Engineer

As a key member of our Customer Support team, reporting to the Customer Support Manager, you'll play a vital role in our 24/7 support operations.

Your responsibilities

include resolving complex issues with innovative solutions and collaborating closely with engineering and service delivery teams. We seek someone who is technically skilled, quick to learn, and able to combine technical expertise with strong customer engagement. A degree in computer science or engineering is preferred, along with excellent communication skills.

A positive attitude, eagerness to learn, fluency in English, and a willingness to travel are essential for this role. The Role: Join our global technology team as a Support Engineer, where you’ll use your technical expertise to solve complex challenges, support customers and work closely with engineering teams. It’s a great opportunity to develop your skills, work with innovative technology and make a real impact on the customer experience.

The role is full time, based in Hyderabad, with potential travel as needed, some night and weekend shifts will be required Key Responsibilities: Understand Customer Needs: Align with business objectives and address customer requirements. Incident Management: Handle incidents within SLAs, including troubleshooting, diagnosing, and resolving platform issues.

System Support: Follow system support guidelines, reproduce faults, and coordinate with relevant teams for resolution. Reporting: Lead the development of post-event root cause analysis reports. System Changes: Implement configuration changes as per access rights and approvals. Network Performance: Engage in technical discussions to enhance network performance and suggest improvements.

Knowledge Sharing: Collaborate with support team members, share best practices, and create knowledge base articles. Feedback Mechanisms: Develop and use feedback to prevent future support issues. Complex Problem Solving: Address complex problems with innovative solutions. Traffic Analysis: Analyse traffic, tune solutions for security, and present reports to customers or account managers.

Required Qualifications / Experience: Education: B.Tech/BE in IT, Computers, or Electronics & Communications. A minimum of 2 years experience Telecom Experience VAS/DATA system operations, maintenance, and mobile networks (GSM, GPRS, UMTS). Messaging, SMSC, SMS, SMPP, RCS, MMS, SIP. Signalling, SS7, Diameter, GTP-C, 5G.

Experience working with Kafka, ElasticSearch, Kibana, SQL, REST API, Consul, Nginx, haproxy, Grafana, Prometheus. Scripting and Networking, Linux commands, Shell/Python scripting, TCP/IP, routing, switching, BGP, BFD. Skills & Competencies: Troubleshooting, communication, presentation, reporting, analysis, and interpersonal skills.

Knowledge of Linux OS, MySQL, Kubernetes, Docker, AWS, Azure; experience with ticketing systems. What can Enea offer you? At Enea, we strive to create an environment where you can thrive both professionally and personally. We offer: Flexible hybrid work: A modern work model that supports a healthy work–life balance. Collaborative environment: A dynamic, globally connected team culture that fosters engagement in cybersecurity initiatives and cross-regional projects.

Inclusive culture: A diverse and inclusive workplace that values your voice and promotes mutual respect and collaboration. Competitive compensation: A competitive salary package complemented by region-specific benefits. Ongoing learning and career development: Continuous learning opportunities and clearly defined career paths to support your professional growth across the organization.

Does this sound exciting? We would love to learn more about you! Apply today. We review applications on an ongoing basis and may fill the position before the final deadline. About Enea We are a world-leading specialist in advanced telecom and cybersecurity software with a vision to make the world's communications safer and more efficient.

Our solutions connect, optimize and protect communications between companies, people, devices and things worldwide. We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet. Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm.