Senior Expert Engineer

at  Enea

ABOUT ENEA

We are a world-leading specialist in advanced telecom and cybersecurity software with a vision to make the world’s communications safer and more efficient. Our solutions connect, optimize and protect communications between companies, people, devices and things worldwide. We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet.
Enea has strengthened its product portfolio and global market position by integrating a number of acquisitions, including Qosmos, Openwave Mobility, Aptilo Networks, and AdaptiveMobile Security.
Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm. Visit us at enea.com

POSITION SUMMARY

We are looking for an experienced Senior Expert Support Engineer to join our global customer support organization. In this role, you will play a critical part in ensuring customer success by providing world-class support and technical expertise to our customers and prospects worldwide. You will work closely with our R&D, Pre-sales, and Project Engineering teams to support customers in both the maintenance and project phases, contributing your knowledge during pre-sales, implementation, and troubleshooting stages.
You’ll be joining a dynamic and collaborative team, where innovation, customer focus, and technical excellence drive everything we do.

QUALIFICATIONS & SKILLS:

• In-depth knowledge of IP networks and protocols, internet-based services, and related applications.
• Strong understanding of network architecture and networking tools.
• Proficient in C programming, data structures, algorithms, and POSIX multi-thread programming and debugging.
• Knowledge in Deep Packet Inspection (DPI) technology.
• Knowledge in network analyzer tools
• Excellent command of English, both written and spoken.
• Proven ability to deliver technical product presentations and demonstrations to diverse audiences.
• Strong leadership skills with the ability to manage discussions and interactions with both customers and internal teams.
• Quick to learn and adapt to new technologies and complex architectures.

EDUCATION & EXPERIENCE:

• Engineering degree in Computer Science or Electrical Engineering, or a related field. (Master degree in Computer Science or Electrical Engineering is a plus.)
• Prior experience supporting OEM design-in cycles is a plus
• At least 5 years of relevant industry experience.
• Strong knowledge of the telecommunications or cybersecurity industries, including experience with service providers, network equipment manufacturers, or system integrators.
  Location : Romania (Bucharest)

• Oversee service quality for all assigned support tickets , ensuring adherence to customer-specific SLAs
• Provide expert-level assistance to customer engineers during critical issues or roadblocks.
• Actively participate in escalations to ensure timely resolutions as outlined in the escalation procedures.
• Serve as the primary liaison between customers and internal R&D/Sustaining Engineering teams to resolve complex product issues.
• Mentor and coach support engineers to enhance their problem-solving abilities and improve customer response times.
• Periodically review open tickets to ensure they are addressed appropriately and to the customer’s satisfaction.
• Deliver effective internal and external reports, including Root Cause Analyses (RCA).
• Collaborate with Pre-sales Engineers to support customer evaluations.
• Conduct customer training sessions, both remotely and on-site, as needed
• Build strong relationships with customers and act as the technical bridge between them and Enea’s internal teams, including R&D and Pre-sales