Support Engineer - Product Support

Hex Wireless Pvt Ltd
Full-timeVadodara, Gujarat, India

We are looking for Support Engineers with  excellent analytical skill and familiar with handling SaaS based application, network troubleshooting in TCP client/server architecture, having experience working with global clients to be a part of our Power SMPP Product Support team

Power SMPP Platform is a carrier neutral  wholesale and retails SMS hubbing platform used by aggregators/MNVOs/Telecom Operators. Power SMPP  Platform is built on distributed architecture to ensure high scalability and throughput.

You will work as a member of the Support Team who would be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing and complex environment.

You will be expected to: Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions. Provide timely and clear communication to customers. Confirm and report defects to the development team once the applicable analysis has been completed with the customer. Develop and write technical documentation for product solutions knowledge base. Support all components and processes of product software. Support new and existing client software installations over the phone/skype as well as via web-conferencing (desktop sharing) within established SLA's and SLO's. Responsible for addressing customer issues and seeking a resolution and overall customer satisfaction. Collaborate OS, DB, hardware and product updates to customers in collaboration with the installation team.


Key technical expertise areas expected for this role: 3 years of overall Technical support with experience in the following area:-

Understanding of SaaS application Basic Understanding Linux OS and network resource related commands Basic SQL queries (mainly select and joint syntax) Basic understanding of Networks & troubleshooting of network problems.

Working knowledge of network  troubleshooting tools such as Wireshark Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators). Exhibit good logical and analytical problem-solving skills. Ability to adapt quickly to a changing, growth-oriented environment. Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels. Exhibit initiative with new technical challenges as well as new technologies.

Additional Areas: Working experience with international customers. Database Administration experience with My SQL or similar database.

Education and Experience: Bachelors or Master’s in computers or related field or Bachelors degree in Electronics and telecommunication Minimum 3+ years of product support experience with international clients.

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