Technical Support Team Lead

You will lead and mentor a team of technical support engineers specializing in VOIP solutions.

Responsibilities

• Manage a team of engineers, overseeing technical guidance and handling complex escalations.
• Oversee the ticketing system to track ongoing issues and ensure consistent SLA compliance.
• Perform root cause analysis for recurring technical issues and collaborate with product teams on solutions.
• Develop and maintain troubleshooting guides, knowledge bases, and standard operating procedures.
• Provide reporting on team performance, incident resolution, and process improvements.

Required Skills

• 5+ years of experience in technical support with 2-3 years in a leadership role within VOIP/Telecommunications.
• Strong knowledge of VOIP technologies including SIP, RTP, PSTN, PBX, and IP Telephony.
• Hands-on experience with platforms such as Asterisk, FreePBX, Cisco, or Avaya.
• Proficiency in troubleshooting VOIP call quality, connectivity, and infrastructure.
• Solid understanding of networking concepts: IP addressing, DNS, DHCP, VPNs, and firewalls.
• Experience with Linux/Unix-based systems and server management.
• Knowledge of telecom protocols including H.323 and QoS/QoE.
• Experience with AutoProvisioning and ticketing/CRM systems like Zendesk, Freshdesk, or JIRA.
• Ability to work US shift hours to support US-based clients and teams.

Preferred Skills

• Experience with AWS, Azure, or Google Cloud.
• Certifications such as CCNA, CompTIA Network+, or ITIL Foundation.
• Knowledge of cloud-based VOIP solutions and billing system integrations.