Onsite support engineer

Company Description Route Mobile Limited is a global cloud communications company that delivers Communication Platform as a Service (CPaaS) solutions to businesses of all sizes. Listed on the Bombay Stock Exchange since 2020, the company serves enterprises, OTT players, and mobile network operators with a portfolio that includes messaging, voice, email, SMS filtering, analytics, and monetization services. Its enhanced business messaging solutions utilize leading channels such as WhatsApp, Google Business Messages, Viber Business Messages, and Facebook Business Messages to support communication commerce across industries like social media, banking, e-commerce, and travel. Headquartered in Mumbai, India, Route Mobile maintains a strong international presence across Asia Pacific, the Middle East, Africa, Europe, and the Americas, providing opportunities to work with diverse clients and technologies.
Role Description The Onsite Support Engineer will provide hands-on technical support and issue resolution for Route Mobile’s communication solutions at the Hyderabad office. This full-time, on-site role involves diagnosing and troubleshooting hardware, software, and network-related problems, ensuring systems and applications run smoothly for internal teams and external clients. The individual will respond to support tickets, perform root cause analysis, and coordinate with engineering and product teams to implement fixes or improvements. Daily responsibilities include installing and configuring operating systems and applications, monitoring system performance, maintaining documentation of incidents and resolutions, and delivering clear, professional support to customers and internal stakeholders.
Qualifications
Candidates should possess strong Troubleshooting and Technical Support skills to diagnose and resolve system, application, and network issues efficiently.
Candidates should possess solid Customer Support and Customer Service skills to handle queries, manage expectations, and communicate solutions clearly and professionally.
Candidates should possess practical knowledge of Operating Systems (such as Windows and Linux) for installation, configuration, updates, and basic administration.
Relevant experience in on-site IT or technical support roles, preferably in telecom, cloud communications, or related technology domains.
Good understanding of basic networking concepts (TCP/IP, DNS, firewalls, VPN) and standard support tools or ticketing systems.
Strong analytical and problem-solving abilities, with attention to detail and structured documentation practices.
Effective written and verbal communication skills, and the ability to collaborate with cross-functional and global teams.
Diploma or degree in Computer Science, Information Technology, Electronics, or a related field; industry certifications (e.g., CompTIA A+, Network+, Microsoft, or similar) are an advantage.

Work arrangement
No