Technical Lead – Professional Services & Support

Technical Lead – Professional Services & Support

Technical Lead - Professional Services & Support is a senior, hands-on role responsible for leading complex customer engagements. This role bridges Professional Services, Support & Engineering, ensuring successful migrations & high-quality customer support experience. In addition to deep technical expertise, the role requires strong leadership in mentoring teams, driving best practices & improving processes across the organization.

Experience & Skills:

·      Minimum 10 years of experience in the computer networking domain. Strong expertise in DNS/DHCP/IPAM (DDI) technologies with experience in scripting & automation being highly desirable.

·      Minimum 4 years of experience managing technical services or support teams in customer-facing environments.

·      Deep hands-on expertise in core networking concepts (TCP/IP, routing, switching) with strong working knowledge of DNS/DHCP platforms such as BIND, UNBOUND, ISC DHCP (Kea would be a plus).

·      Demonstrated ability to lead complex troubleshooting, migrations & large-scale deployments in production environments.

·      Strong understanding of enterprise architectures, high availability & hybrid/cloud environments.

·      Exposure to network security & load balancers would be an added advantage.

·      Excellent communication, stakeholder management & team leadership skills, with the ability to influence both technical & non-technical audiences.

·      Strong ownership mindset with the ability to drive outcomes, mentor teams & operate effectively in high-pressure situations.

Responsibilities:

·      Lead the Global Support & Professional Services teams, overseeing day-to-day operations and ensuring high-quality service delivery.

·      Drive DDI migration projects end-to-end & proactively address technical challenges/roadblocks to ensure successful outcomes.

·      Work with Solutions teams to design scalable, resilient architectures & deployment strategies with minimal downtime.

·      Act as the highest technical escalation point across support tiers for critical/high-visibility issues & ensure timely resolution within SLA.

·      Troubleshoot complex, multi-layered issues & lead root cause analysis (RCA) with clear customer communication.

·      Engage directly with customers on architecture discussions, PoCs, migrations & escalations, serving as a trusted technical advisor.

·      Collaborate with Engineering & QA on defects, feature gaps, and provide design/testing feedback for continuous product improvement.

·      Validate issues (bug vs expected behavior) & define effective workarounds or solutions where required.

·      Mentor & guide Tier-1, Tier-2 Support & Professional Services engineers, driving technical excellence across teams.

·      Conduct technical training & KT sessions to strengthen team capabilities & knowledge sharing.

·      Drive knowledge management initiatives by reviewing & contributing high-quality KB articles.

·      Improve support & services processes, tools, and best practices to enhance efficiency and customer experience.

·      Lead high-priority customer situations & provide timely executive-level updates when required.

·      Manage & participate in rotational shifts and on-call duties to support a 24/7 organization.

Interested candidates please share your resume to [Confidential Information]