Role & responsibilities
We are seeking aTechnical Support Engineer (Tier 2/3)with experience inUnified 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 toSIP, RTP, VoIP, UC applications, and call routing.
- Packet Analysis & Debugging:Utilize tools likeWireshark, SIP tracing, and logs analysisto 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 AdherenceMaintaining KPI's and desired SLA's
- Shift Open for 24x7 shift work .
