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Product Support Engineer

HCLTechMalaysia

1 day ago

Job description

Product Support Engineer (Level-2 Support)

Job Summary : -

This regional role is mainly responsible for delivering Level-2 remote software support to Asia Pacific & Japan (primary) and other Worldwide customers (secondary).
In a typical day as a Level-2 Support Delivery Engineer, you would learn and contribute to.
Own and lead the actions necessary to manage a technical case according to the Service Level Objective.
Act as HCLTech technical interface and problem handling focus point for the project delivery team, and the R&D team in front of customers.
Participate in problem diagnosis or isolation (capture & analyze information in log file, use available analysis tools and Knowledge / Case DB, propose work-around / fix).
Participate to queue monitoring, standby / on-call duty, follow the sun teams (provide weekly support standby / on-call by team roster rotation).

Job Requirement : -

Software support skills are required with 3-5 years of experience.

Solid knowledge of SIP or any 3GPP or Diameter protocol and Linux or Container technology.

In depth experience in deploying, running, troubleshoot Enterprise software application system protocol with experience in the Telco Value Added Service software or Internet Multimedia Subsystem network functions.

Ability to read Java source code / debugging as plus point.

System Engineer official certification from any provider as plus point.

Java application support experience.

Telecom protocol (SIP, Diameter, 3GPP standard) knowledge.

Linux / Container sys-admin / operation experience.

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Product Engineer • Malaysia