Team Lead, Technical Support
Core
Lead advanced technical support for contact center software, resolving complex issues to restore service and reduce customer financial risk.
Role type
Senior Individual Contributor Team Lead (Technical Support)
Builds
Stable, high-performance contact center operations for global businesses
Domain
Telecommunications / Contact Center Software / SaaS
Deliverable
client delivery
Required skills
Advanced troubleshooting of VoIP, SIP, TCP/IP, HTTP, HTTPS, SFTP, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL); Root cause analysis using logs, traces, and packet captures; Mentoring and coaching team members; Knowledge base creation and maintenance (KCS methodology); Incident management with third-party providers; Networking architecture understanding (PBX, MPLS, Ethernet, OC-X)
Preferred skills
Workforce Management software and outbound dialler experience; Web Services and API knowledge; SQL concepts
Technologies
VoIP, SIP, TCP/IP, HTTP, HTTPS, SFTP, MSSQL, Oracle, MySQL, PBX, MPLS, Ethernet, OC-X, Load Balancers, Proxies, Firewalls, KCS
Responsibilities
Provide advanced technical support via phone, online, chat, and email; Mentor colleagues on communication, troubleshooting, and product knowledge; Manage assigned cases and queue items based on severity and priority; De-escalate complex customer issues; Collaborate with R&D to document and resolve software bugs; Create and update knowledgebase articles; Ensure cases meet SLA response and resolution targets
Seniority
Senior, hands-on IC with team leadership responsibilities