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Solution Engineer - PAC

Vunet Systems
Bengaluru, Karnataka

Apply Now

Job details

Full-time
14 days ago

Benefits

Health insurance

Qualifications

Elasticsearch
Kubernetes
Big data
MongoDB
Databases
SQL
Machine learning
REST
Ubuntu
Scripting
Computer networking
APIs
Customer support
Linux
Communication skills

Full job description

Join Our Journey at VuNet

VuNet is a pioneer in Business Journey Observability, leveraging Big Data and Machine Learning to transform digital experiences across the financial services. Our deep-tech platform provides end-to-end visibility into customer journeys — empowering proactive issue resolution, operational resilience, and superior user satisfaction.

If you’ve ever used instant payment systems like UPI, chances are you’ve already experienced the power of our platform — we monitor over 28 billion digital transactions monthly (that’s equal to watching 3 years of tik-tok videos), touching 300 million users with leading banks and financial institutions.

VuNet is Series B funded, part of NASSCOM DeepTech Club, awarded NASSCOM’s AI Gamechanger, recognized in Forbes DGEMS 200 and by several global analysts including Gartner, Omdia.

We’re building a new category of observability purpose-built for complex digital journeys — across payments, lending, core banking and more — already powering some of the largest banks in India and MEA.

Your Role: Solution Engineer - PAC

Deliver proactive technical support to customers by leveraging your expertise in IT Infrastructure and Big Data technologies, ensuring seamless platform performance and customer success. Collaborate closely with the product and platform teams to resolve issues efficiently and enhance overall customer experience.

Are you excited to be a part of VuNet's trailblazing team? Join VuNet and make a difference

Roles & Responsibilities

Responsible & accountable for all Customer Support activities and achieve customer delight from all the customers.

Basic Understanding of Monitoring/Observability, Proactive/Reactive Monitoring and the Support tasks in an organization.

Clear understanding of SLA, MTTA (Mean Time To Acknowledge), MTTD (Mean Time To Detect), MTTR (Mean Time To Resolution) and follow defined escalation matrix as per Internal & Customer process.

Stakeholder Management for both Internal and External customers and collaborate internally between various functions to resolve or identify issues and their resolutions.

Being responsive, proactive and empathetic to customer support issues

In-Depth understanding of the Product features and roles to support various customer requests/issues independently.

Resolves support requests using available documentation and acquired knowledge.

Work with vunet product/platform team to provide bug fixes for customer support related issues.

Provide escalation to next level support if the issues are not resolved by L1/L2.

Track and update ticket details on the vunet support portal and close the ticket once the issue is resolved with detailed documentation of resolution/steps taken.

Create documentation and update knowledge base in Vunet portal periodically.

Participate in daily and weekly status review calls with customer support manager.

Hands-On on new product features/bug fixes or patches in the local test environment to understand the product deeper and better to serve the internal and external customer.

Provide feedback to enhance customer service procedures, policies, and standards to make them more effective and efficient.

What You Bring

Mandatory Skills

1-3 years of experience in IT Infrastructure Management

Working experience on Linux- Ubuntu

Experience in working with large scale IT infra, including applications, databases, servers, networking

Experience in working with IT Infra Monitoring tools, Log Analytics tools, Automation tools

Hands-on experience in scripting

Knowledge/Experience in the following technologies will be an added plus: Elastic search, MongoDB, Big Data, SQL databases, ELK stack, REST APIs, web services, JMX, Grafana, APM

Engineering Graduation in any discipline.

Able to prioritize and execute tasks when under severe customer pressures

Excellent communication skills

Self-Motivated and ability to be productive in a fast-paced, dynamic environment

Good to Have

CKA certification - Certified Kubernetes Administrator

What We Offer

Life at VuNet: Building the Future Together

At VuNet, we’re building a world-class observability platform, proudly Made in India — and we're just getting started.

We’re a team of passionate problem-solvers who love tackling complex challenges. We learn fast, adapt quickly, and stay curious — especially when it comes to exploring and staying ahead of the curve with emerging technologies like Gen AI.

More than just a tech company, VuNet is a place where collaboration, learning, and innovation are part of everyday life. We believe in working together, taking ownership, and growing as a team.

If you’re looking to work on cutting-edge technology, make a real impact, and grow with a supportive team — you’ll feel right at home at VuNet.

Benefits For You

Health insurance coverage for you, your parents, and dependents.

Mental wellness and 1:1 counselling support.

A learning culture that promotes growth, innovation, and ownership.

Transparent, Inclusive, and high-trust workplace culture.

New Gen AI and integrated Technology workspace.

Supportive career development programs to expand your skills and enhance expertise with various training programs.

Apply Now

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