Careers

Become part of the fast-growing, dynamic Guavus team

Sr. Support Engineer

Gurgaon, India

Key Responsibilities:

  • Engage with customers to ensure they have a positive solution experience while meeting customers’ requirements on ROI from our platform and solution.
  • Ability to demonstrate expert technical support troubleshooting and case management skills.
  • Experience with onsite customer troubleshooting and documentation/communication of status.
  • Ability to communicate at all levels of the customer and Guavus organization.
  • Provide leadership in problem-solving, including proposing and discussing fixes, advising and educating customers.
  • Coordinate at regular intervals with customer to track critical milestone e.g. go-live releases or upgrades, ensure availability and focus on flawless service and support delivery.
  • Collaborate with engineering teams to track status and drive product fixes and feature requests.
  • Be the point of escalation for the customer to report concerns on quality or timelines, or for other critical issues needing immediate attention.
  • Have a good understanding of schedules and work assignments in Kanban Agile.
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.

Qualification Requirements:

  • Minimum 6 – 10 years with at-least 5 years of experience in a deployment or technical support environment, in a technology-oriented company preferably Wireless or Telecom domain.
  • Minimum 5 years of experience and expert’s skills about Unix/Linux, shell programming and Big Data tools like Hadoop/yarn, HBase.
  • Ability to demonstrate expert knowledge about Cluster, Cloud/VM based solution deployment, support and management, including knowledge about networking, servers and storages.
  • Understanding and practical experience in Scripting (Python, Scala, Java)
  • Understanding of Java Memory management
  • Must have completed minimum one project end-to-end in a technical support role, preferably in a global organization.
  • Understanding of support processes, KPIs & SLA management is required.
  • Practical understanding of Ansible, Kubernetes, Docker, Kafka and implementation of the solutions based upon these tools is preferred.
  • Ability to handle escalations and drive customer communications on daily basis.
  • Proven ability to learn and apply new skills and processes quickly and train others in team.
  • Demonstrated experience as individual contributor with customer focus and service orientation with solid leadership and coaching skills.
  • Ability to communicate courteously and effectively with customers, third-party vendors and partners.
  • Proficiency with Customer Relationship Management (CRM) software such as Salesforce, JIRA and Confluence.
  • Excellent written and verbal communication skills in English.
  • Ready to travel on-sites and provide support during odd hours and weekends.

Required Education

  • B.E./B.Tech. /B.S./MCA in Computer Science, Computer Engineering, or a related field.
  • Certification in Cloud like AWS or Microsoft Azure as well as Project Management is preferred.