Graduate Customer Success & Support Software Engineer at Kigen · Noida

Originally founded by Arm, Kigen enable businesses to grow their Internet of Things rapidly through the SIM, eSIM and iSIM technologies and are pushing the boundaries in the industry. Working with a number of high-profile customers globally, our growing business is excited to be expanding our team in Noida.

In this role you will be the interface for card/solution related technical topics between the technical communities in the organization and partners. You will be supporting customers with queries, Issues, Jira Tickets, e-SIM Provisioning failures and online testing. You will lead the interactions between your team members and the sales, FAEs, product teams and other cross functional teams.

What you will be doing:

• Profile Management: Debug and validate (U)SIM/eSIM profiles issues to ensure compatibility with diverse handset populations.
• Technical Troubleshooting: Act as the Level 2 escalation point for complex network issues resolution.
• Ensure that the team consistently follows established processes and workflows in compliance with required security and frameworks, while adhering to quality guidelines.
• Team will monitor FS tickets daily.
• We will ensure prompt attention to any new tickets that come in and pending since long.
• Team will be responsible for offering support to resolve issues encountered in the field.
• Team goal is to address these issues swiftly and effectively, ensuring minimal disruption to our customers.
• Resolution time taken to resolve the issue from the time issue was reported.
• Offer support for online testing if a Field Application Engineer (FAE) is unavailable for on-site assistance.
• Support team should create knowledge based on past experienced.
• Responsible for customer end training.

What do we need:

• • Degree in Engineering or Computer Science

    • Knowledge of SIM and USIM standards.

    • Knowledge of telecom network functionality, including 2G/3G/4G/5G core network architecture

    • Knowledge of Smart cards/embedded technology

    • Experience with ETSI, GSMA standards (SGP.22, SGP.32)

    • Knowledge of smart cards / security / SIM, eSIM and iSIM / OTA technologies

    • Experience within a similar customer focused role

    • Knowledge of embedded systems

    • Experience of development in Java, Python or any other language

    • Good understanding of software development cycles

    • Good understanding of quality assurance methodology

    • Experience with version control systems (Git etc)

    • Experience with ticketing and collaborative work systems, such as FreshService, Jira and confluence

    • Exceptional attention to detail

    • Good communication skills

    • Ability to work under pressure when needed

    • A real team player who aspires to our core values of: Passion for customer success, Be excellent to all and Think big, act fast.

What are Kigen’s benefits?

At Kigen we like to ensure our people are well supported and rewarded for what they do. We offer a competitive salary and benefits package, along with a a great flexible working culture. We work a hybrid working model with a minimum of 3 days per week in office.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.