Technical Support Engineer

Role & responsibilities

We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified Communications (UC), SIP, VoIP, and Contact Center solutions. The ideal candidate will be responsible for handling escalated technical issues, troubleshooting complex problems, and providing expert-level support to enterprise customers and partners.

Key Responsibilities:

• Escalation Handling: Provide Tier 2/3 support for UC and Contact Center solutions, assisting Tier 2 engineers with advanced troubleshooting.
• Technical Troubleshooting: Diagnose and resolve complex issues related to SIP, RTP, VoIP, UC applications, and call routing.
• Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems.
• Lab Replication: Reproduce customer issues in a test environment to validate solutions and escalate to R&D if necessary.
• Customer Interaction: Engage partners on escalated cases, providing clear technical resolutions.
• Documentation & Knowledge Sharing: Contribute to internal knowledge bases, write technical articles, and mentor junior engineers.
• Collaboration: Work closely with cross-functional teams, including development, product management, and global support teams, to drive issue resolution.
• Process Adherence Maintaining KPI's and desired SLA's
• Shift – Open for 24x7 shift work .