Job Title: Product Support Engineer
Group: Support Engineering
Location: Chennai, India.
About Quvia:
Quvia is the first AI-powered quality of experience (QoE) management platform for things that move, like ships and planes, transforming connectivity and digital experiences even in the most remote and hard-to-reach places.
The Quvia platform uses AI and machine learning to seamlessly blend any combination of connectivity, regardless of provider, orbit or network, into one, vendor-neutral environment. It then delivers comprehensive, end-to-end analytics and dynamic network orchestration that optimises for the best possible QoE for applications and end-users.
Quvia works with world-leading, Fortune 500 companies in aviation, cruise, shipping & energy.
Why Quvia?
- Founded in 2019, we are a fast-growing, Series A tech startup passionate about making connectivity experiences better for everyone.
- Our industry-first solutions are already addressing major challenges for companies in the travel and transportation industries–and we’re just getting started.
- As an early-stage company’s new hires will have the opportunity to make a significant impact on our growth trajectory.
- We are headquartered in the greater Miami region, with remote teams spanning the U.S., Europe and India.
- Quvia is backed by Columbia Capital, a respected venture capital firm founded in 1989 that has raised over $5 Bn of fund commitments.
About the Role
We’re seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures, and systems; playing a key-role as we launch into our ambitious future.
We're looking for a Product Support Engineer to work on the NextGen connectivity platform across platforms. This is an outstanding opportunity to help build an ambitious future for our flagship product.
What You'll Do
- Technical Support: Provide advanced-level technical support to customers experiencing complex network issues, including but not limited to routing, switching, and security technologies.
- Troubleshooting: Analyze and troubleshoot network-related problems reported by customers or detected through monitoring systems. Utilize advanced troubleshooting methodologies, diagnostic tools, and protocols to identify root causes and develop solutions.
- Customer Interaction: Serve as a primary point of contact for customers seeking technical assistance. Communicate effectively with customers to understand their technical issues, provide updates on troubleshooting progress, and deliver timely resolutions.
- Escalation Management: Escalate unresolved issues to higher-level support teams or engineering teams as needed.
- Collaborate with internal teams and external partners to expedite issue resolution and ensure customer satisfaction.
- Knowledge Sharing: Document troubleshooting steps, solutions, and best practices for internal and external knowledge bases. Share knowledge and expertise with team members through training sessions, workshops, and technical forums.
- Continuous Learning: Stay updated on industry trends, emerging technologies, and best practices in network engineering and technical support. Pursue professional development opportunities, certifications, and training to enhance technical skills and knowledge.
What You'll Need
- 2-5 years of experience in network engineering, technical support, or a related field, with a focus on advanced troubleshooting and problem-solving.
- Need to be strong in foundations (TCP, ARP, Subnetting, MTU, TTL, and common Header information)
- Experience with network troubleshooting tools and protocols (e.g., Wireshark, SNMP).
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders at all levels.
- Ability to work effectively in a fast-paced environment, manage multiple priorities, and meet deadlines.
- Industry certifications such as CCNA, CCNP or relevant associate/professional certifications from another vendor.
Preferred Qualifications:
- Experience working in a technical assistance center (TAC) or similar customer support environment.
- The Candidate needs to be good at routing and Switching Basics.
- Having familiarity with VMWARE ESXi would be an additional benefit.
What We’ll Offer
- Collaborative and innovative work environment
- Aviation, Maritime domain exposure, and business knowledge
- Connectivity and Mobile networking and business knowledge
- Opportunity to work in cross-functional teams.
- Enterprise Product end-to-end experience with direct customer feedback.
- Performance-based bonus.
- Opportunity to work across teams and organisations.
Quvia is an Equal Opportunity Employer. Employment opportunities at Quvia are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, sex (including sexual orientation and transgender status), pregnancy, childbirth or related medical conditions, national origin, age, veteran status, disability, genetic information, or any other characteristic protected by law.
Quvia will never ask to interview job applicants via text message or ask for personal banking information as part of the interview process. Quvia will never ask job applicants or new hires to send money or deposit checks for the company.
