Senior Solutions & Support Engineer

Job highlights

• Pre-Sales and POCs: Understand customer requirements,participate in kick-off and POC calls,support testing,and coordinate technical activities required for successful POC completion.
• Reporting: Prepare and share required support,complaint,WFA and Sales OB reports within agreed timelines. . Should be process-oriented
• Required Skills & Qualifications

The Senior Solutions & Support Engineer will support pre-sales activities, product demonstrations, proofs of concept (POCs), customer onboarding and Level 2 (L2) technical support. The role includes resolving escalated issues, coordinating with internal teams, guiding L1 support, and ensuring timely service delivery and a positive customer experience.

Key Responsibilities

• Pre-Sales and POCs: Understand customer requirements, participate in kick-off and POC calls, support testing, and coordinate technical activities required for successful POC completion.
• Product Demonstrations: Deliver product and Orchestrator demonstrations tailored to customer use cases; support in-person and remote demos for domestic and international customers.
• Technical Support: Troubleshoot and resolve L2 application, network, internet, device and Wi-Fi connectivity issues; escalate complex cases to L3 with relevant diagnostic details.
• Customer Onboarding and Deployment: Support device and server installation, tunnel configuration, new deployments, Orchestrator migrations, user/ID creation and API integrations.
• Ticket and Team Management: Review the service-request dashboard, monitor ticket ageing and pending cases, guide L1 engineers, identify blockers and conduct daily team stand-ups.
• Escalation and Root Cause Analysis: Manage customer escalations, prepare incident reports, coordinate root cause analysis (RCA), and communicate findings and corrective actions to customers.
• Experience Centre Management: Keep demo devices, systems and Orchestrator environments operational; coordinate visit schedules, prepare demo material and capture customer requirements and feedback.
• Cross-Functional Coordination: Work with Sales, Network, Development, L1/L3 Support and Accounts teams to resolve dependencies and ensure timely closure of customer requirements.
• Reporting: Prepare and share required support, complaint, WFA and Sales OB reports within agreed timelines.
• Should be process-oriented.

Required Skills & Qualifications

• Education: B.E./B.Tech/B.Sc. in IT, Electronics, Computer Science or a related discipline, or
• equivalent qualification.
• Experience: 3-5 years in technical support, pre-sales, network support or solutions engineering.
• Technical knowledge: Networking and Wi-Fi fundamentals, connectivity troubleshooting,
• device/server installation, tunnel configuration, Linux/root-level access, LuCI, basic SQL and API
• integration support.
• Tools: Jira, Excel and relevant network/orchestration tools.
• Core competencies: Customer communication, technical presentation, problem-solving, escalation handling, RCA and report writing, team guidance, coordination and time management.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.