Senior Solutions & Support Engineer

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.