Technical Support Engineer

3 days ago


Bengaluru, India SpanIdea Full time

Job Description 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 .



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