Description
Senior 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 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
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- 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.
- Act as a high-level technical lead for customers, translating complex data into clear updates during critical outages.
- Able to effectively communicate with all levels and stakeholders - internally and externally on complex technical issues
Requirements
- Overall 10+ years of experience with 7+ years relevant experience.
- Required experience with supporting backend of end user mobile applications.
- Deep understanding of API troubleshooting
- Advanced Kubernetes troubleshooting (debugging Sidecar injection, PVC/PV management and Helm deployments).
- Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
- Exceptional analytical skills with the ability to break down non-linear problems under strict SLAs.
- A self-starter who initiates process improvements and develops scripts or tools to prevent recurring issues.
- Demonstrated ability to remain calm and focused in high-pressure environments and during extended overtime shifts.
Advantages:
- Certifications: CKA, CKAD
- Experience in creating Grafana/Prometheus dashboards
- Experience in NoSQL databases such as MongoDB and SeaweedFS
