Tech Lead Technical Support Engineer

Support | Pune, India | INDIA

Key Responsibilities:

  1. Troubleshoot issues by resolving them with maximum customer satisfaction.
  2. Take full ownership on customer problem/cases, monitor for proper and on time feedback.
  3. Document and track all problems, enquires and events in the CRM system.
  4. Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
  5. Install Nice product update packs and hot fixes.
  6. Analyze issues, solve or escalate to the next support level.


  1. BE or Bsc in Computer Science, Electrical Engineering or related technical degree preferred.
  2. Strong troubleshooting and problem solving skills
  3. Excellent communication (Written and Verbal) / interpersonal skills
  4. Team Player - ability to work well in a close team environment
  5. Customer support experience supporting international customers.
  6. A strong aptitude for investigation, analysis and problem solving.
  7. Experience in supporting worldwide customers/Business Partners.
  8. Flexibility in working hours required (24/7 Environment) including working in shifts.

 Technical Requirements:

  1. Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST
  2. Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication – MUST
  3. Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
  4. Experience at system/application implementation at customer sites.
  5. Previous experience/certifications with any recording system - preferred.
  6. Understand Windows Operating Systems (2000/2003/2008).


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