Job 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