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Customer Support Engineer at Adaptive Mobile
Hyderabad, IN

AdaptiveMobile is looking for experienced consultant engineers with excellent knowledge of the telecommunications industry. They must be technically adept as per the skills outlined below and having business analysis; communication and customer presentation skills will be considered a plus. The successful candidate must be a good communicator and be able to think on their feet. A candidate with onsite customer software implementation experience is highly sought after. Ideal candidate must have a good attitude, a desire to learn and gain experience and a willingness to travel is essential. Must be fluent in English.

HOME LOCATION

  • Hyderabad 

REPORTING LINE

  • Head of Support

KEY RESPONSIBILITIES

 

  • To work within well-defined system support guidelines.
  • To priorities faults to meet SLA.
  • To investigate / reproduce faults/cause in house related to system/network problems.
  • To ensure correct working methodology.
  • Take the lead in development and presentation of post event Root Cause Analysis Reports as required.
  • Execute system configuration changes (change request) as per given access rights and necessary approvals within stipulated time frame.
  • Clearing of assigned Trouble Tickets.
  • Provide technical expertise for products to influence development efforts with documentation
  • To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
  • Second level service problem restoration, handle emergencies.
  • To handle and analyze Trouble Tickets and recommend timely actions and solutions to Trouble Tickets with guidance or supervision, when necessary.
  • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
  • Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
  • Create new knowledge base articles to capture new learnings for reuse throughout the organization.
  • Develop and implement feedback mechanisms for use in preventing future support process break downs.
  • Works on unusually complex problems and provides solutions which are highly innovative.
  • Analysis of traffic via solution and tuning of solution for maximum security and value add to Operator
  • Analysis of reports and logs and presentation of results to customer and/or account manager

 

 

ESSENTIAL / REQUIRED SKILLS

 

  • B.Tech / BE - IT/Computers / Electronics & Communications
  • Having Engineering degree with at least 7 year of exp in VAS / DATA system operations and maintenance.
  • Extensive hands on and knowledge of Mobile Telecoms networks covering GSM, GPRS and UMTS
  • Should be able to trouble shoot / debug the issues
  • Process oriented
  • Interaction with Customer and Vendors
  • Good knowledge of SS7/GSM/GPRS
  • Strong knowledge of Linux/MySql
  • Perl / shell / Python Scripting
  • TCP/IP, routing, switching
  • Good Team Player
  • Should Have Good Communication skills
  • Demonstrates self-assurance in own actions, judgments and capabilities.
  • Reporting and analysis skills.
  • Experience in using a ticketing system for tasks management and team collaboration through resolution