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 Technical Support Team Lead
Builds
Stable contact center operations and deep technical knowledge base
Domain
Contact center software, telecommunications, SaaS
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
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 colleagues on troubleshooting and processes; Knowledge management (KCS methodology); Incident management with third-party providers; Cross-functional collaboration with R&D and Product teams; Networking architecture understanding (PBX, Carriers, MPLS, Ethernet)
Preferred skills
Workforce Management software and outbound dialer experience; Web Services and API knowledge; Troubleshooting MPLS, OC-X, and toll-free services
Technologies
VoIP, SIP, TCP/IP, HTTP, HTTPS, SFTP, MSSQL, Oracle, MySQL, PBX, MPLS, Ethernet, OC-X, Workforce Management software, Web Services, APIs
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 SLA targets; Identify, document, and report software bugs to R&D; Create and update knowledgebase articles using KCS methodology; De-escalate complex customer issues; Provide real-time training and documentation to colleagues
Seniority
Senior, hands-on IC with team leadership responsibilities