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.
