Job Description

Ready to build the future with AI

At Genpact, we

don't

just keep up with technology--we set the pace. AI and digital innovation are redefining industries, and

we're

leading the charge. Genpact's

AI Gigafactory

, our industry-first accelerator, is an example of how

we're

scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI

, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying

cutting-edge

AI solutions, and want to push the boundaries of

what's

possible, this is your moment.

Genpact (NYSE: G) is an

advanced technology services and solutions company that delivers

lasting

value for leading enterprises

globally.

Through our

deep business knowledge, operational excellence, and

cutting-edge solutions -

we help companies across industries get ahead and stay ahead.

Powered by curiosity, courage, and innovation

,

our teams

implement

data, technology, and AI

to

create tomorrow, today.

Get to know us at

genpact.com

and on

LinkedIn

,

X

,

YouTube

, and

Facebook

.

Inviting applications for the role of

P

rincipal Consultant -

Product Support Engineer

- Wireless

The Product Support Engineer plays a pivotal role in ensuring customer satisfaction and product reliability by delivering

timely

and effective technical support. This role is the heartbeat of post-deployment success, acting as the primary point of contact for clients experiencing technical issues and helping internal teams resolve product challenges. The Product Support Engineer not only troubleshoots issues but also

provides

proactive guidance, documentation, and collaboration to enhance the overall product experience.

As a

L4/L5

Product Support Engineer -

Wireless

,

you will

be responsible for providing comprehensive technical support for wireless network products including Wi-Fi and Bluetooth solutions across consumer and enterprise environments. Your goal is to ensure stable, high-speed, and secure connectivity for all users.

Responsibilities

Take ownership of Tier 3

/4

escalations--complex, high-priority incidents unresolved by L1 and L2 teams.

Perform deep-dive diagnostics using log analysis, database queries, backend trace captures, and code-level reviews (in collaboration with engineering).

Work on critical production issues, performing hotfix deployments, rollback planning, or system restarts with minimal downtime.

Manage product launches, ensure communication of Key issues

identified ,

LRK and Product issues to contact centres on high priority

Lead

Root Cause Analysis (RCA)

efforts and generate detailed post-mortems for major incidents.

Build and

maintain

internal KBs, troubleshooting

SOPs

, and

Customer

recovery SOPs.

Recommend and implement automation or self-healing scripts for recurring technical issues.

Work on

critical production issues

, performing deployments, rollback planning

on

updates ,

or system restarts with minimal downtime.

Working with L4 to drive product improvements and customer service skills

Working with contact centres to drive CE

scores ,

Issue resolution and Customer satisfaction

Driving KCS and BPM Process article creation

Review new knowledge articles created and

identify

opportunities to improve web experience for customers

Handle wireless network troubleshooting involving connectivity drops, packet loss, poor signal strength, and speed inconsistencies.

Guide users in choosing

appropriate wireless

bands (2.4GHz/5GHz/6GHz), channel selection, and positioning of routers/access points.

Support driver-related issues including installation failures, compatibility problems, and OS update conflicts.

Troubleshoot Bluetooth pairing, audio lag, device drops, and coexistence issues with Wi-Fi.

Provide support in configuring advanced router settings such as QoS, channel bonding, and WPA3 security.

Utilize packet capture tools (Wireshark) and signal analysis software (Acrylic

WiFi

,

Ekahau

,

NetSpot

) to perform deep diagnostics.

Escalate chipset-level bugs and firmware-related problems to engineering and collaborate on resolutions.

Qualifications we

seek

in you!

Minimum Qualifications

Bachelor's degree

in:

Electronics and Communication Engineering (ECE)

Electrical and Electronics Engineering (EEE)

Computer Hardware Engineering

Or related technical fields.

Preferred Qualifications/ Skills

Strong knowledge of wireless networking protocols: IEEE 802.11a/b/g/n/

ac

/

ax

/be and Bluetooth versions 4.0-5.4.

Understanding of network layers, IP addressing, NAT, DHCP, DNS, and troubleshooting

methodology

.

Familiarity with Windows, Linux, and Mac OS network stack.

Experience in enterprise or home networking environments including mesh systems.

Excellent documentation skills - able to create support guides and step-by-step walkthroughs.

Preferred Qualifications:

CWNA or CompTIA Network+ certification.

Familiarity with enterprise security protocols like WPA2-Enterprise, RADIUS, and EAP.

Experience with IoT device connectivity troubleshooting.

Why join Genpact

Lead AI-first transformation

- Build and scale AI solutions that redefine industries

Make an impact

- Drive change for global enterprises and solve business challenges that matter

Accelerate your career

--Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills

Grow with the best

- Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace

Committed to ethical AI

- Work in an environment where governance, transparency, and security are at the core of everything we build

Thrive in a values-driven culture

- Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's

build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race,

color

, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants

are not required to pay to participate

in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

JobPrincipal Consultant

Primary LocationIndia-Bangalore

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingJul 31, 2025, 2:42:57 AM

Unposting DateAug 30, 2025, 1:29:00 PM

Master Skills ListConsulting

Job CategoryFull Time