support tech/team lead

Ahmedabad ,

Experience: 5+ Years

Qualification: Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience)

We are looking for a highly skilled and experienced VOIP PBX CC CRM Support Tech Lead to manage and lead a technical support team while ensuring the smooth operation and maintenance of VOIP, PBX, Contact Center (CC), and CRM systems. In this role, you will not only handle complex system support tasks but also lead, guide, and mentor a team of support engineers to deliver top-tier service for these critical technologies. This includes working with Linux-based systems (CentOS 7, Debian 12), MariaDB, FreeSWITCH, OpenSIPS, RTPengine, and key CRM/helpdesk platforms such as Zoho, Salesforce, Freshdesk, and Zendesk.

As the Tech Lead, you will ensure that the support team is well-equipped to handle incidents, optimize workflows, improve service reliability, and maintain a high level of customer satisfaction. You will also be responsible for system monitoring, troubleshooting, and managing cross-functional collaboration to improve system performance and address any issues that arise.

• Leadership & Team Management:
• Lead, mentor, and manage a team of support engineers/technicians responsible for troubleshooting and resolving technical issues related to VOIP, PBX, CRM, and Contact Center (CC) technologies.
• Assign support tasks, set priorities, and ensure the team adheres to service-level agreements (SLAs) for incident response and resolution.
• Conduct performance reviews, coaching sessions, and provide continuous learning opportunities to develop team skills and knowledge.

• Foster a positive team culture that emphasizes customer-first service, collaboration, and continuous improvement.

• Technical Support & Troubleshooting:

• Act as the first point of escalation for complex technical issues related to Linux (CentOS 7, Debian 12), MariaDB, FreeSWITCH, OpenSIPS, RTPengine, and integrations with Zoho, Salesforce, Freshdesk, and Zendesk.
• Troubleshoot and resolve technical issues with PBX systems, VoIP protocols (SIP, RTP), and contact center solutions (ACD, IVR).
• Manage incident resolutions effectively, ensuring timely responses to support tickets and efficient escalations when needed.

• Provide guidance on complex systems configurations, databases, and server maintenance to the support team.

• Incident Management & SLA Adherence:

• Ensure the support team logs, tracks, and resolves incidents based on defined SLAs for response time and resolution time.
• Oversee root cause analysis of recurring issues and implement long-term fixes or improvements to prevent future incidents.

• Monitor incident metrics and ensure that high-priority or high-impact issues are addressed immediately, keeping customers informed throughout the process.

• System Monitoring & Optimization:

• Oversee the continuous monitoring of VOIP, PBX, CRM, and contact center systems for performance and availability, using tools like Nagios, Zabbix, and Prometheus.
• Optimize FreeSWITCH and OpenSIPS configurations, ensuring the systems scale effectively and perform well under heavy load.
• Ensure RTPengine is performing optimally for media relay, handling large volumes of concurrent calls and minimizing latency.

• Work with the team to maintain Linux (CentOS 7, Debian 12) servers, MariaDB database performance, and ensure system backups are in place.

• Cross-Functional Collaboration:

• Collaborate with engineering, network, and infrastructure teams to support PBX and CRM system upgrades, new features, or system integrations.
• Work with vendors and service providers to resolve critical issues or escalate problems that require external intervention.

• Act as a liaison between technical and non-technical teams to ensure communication of issues and improvements.

• Documentation & Knowledge Management:

• Ensure that all troubleshooting steps, system configurations, and incident resolutions are well-documented for future reference.
• Manage and continuously update internal knowledge bases, including best practices for working with PBX, CRM, and Contact Center (CC) systems.

• Document and communicate process improvements, incident trends, and solutions to the team.

• Security & Compliance:

• Lead efforts to maintain secure configurations for Linux servers, MariaDB databases, and FreeSWITCH systems in compliance with best practices and security standards.
• Collaborate with security teams to perform system audits, ensure regular patching, and safeguard against vulnerabilities in VoIP and CRM integrations.

• Ensure compliance with industry regulations (e.g., GDPR, HIPAA) in all system operations, especially concerning CRM data.

• Vendor & Third-Party Management:

• Manage relationships with third-party vendors for telephony, CRM, and contact center tools (e.g., Zoho, Salesforce, Zendesk, Freshdesk).
• Coordinate with external service providers to resolve incidents, ensure service uptime, and negotiate SLAs and contracts.

• Work with vendors to plan system upgrades, troubleshoot persistent issues, and stay aligned with product roadmaps.

• Continuous Improvement:

• Lead and manage initiatives for continuous improvement in the technical support process, incident management, and customer satisfaction.
• Collect feedback from users and stakeholders to identify recurring pain points or system performance issues.

• Implement automation and system optimizations to reduce manual effort, enhance team productivity, and streamline incident resolution processes.

• Reporting & Metrics:

• Track and report key performance indicators (KPIs) related to incident resolution, system uptime, support team performance, and customer satisfaction.
• Provide senior management with insights based on metrics, helping drive decisions for system upgrades, resource allocation, and process improvements.
• Review and analyze support ticket trends to identify areas for proactive system improvements.

• Education:
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).
• Experience:
• 5+ years of experience supporting VOIP, PBX, CRM, and Contact Center (CC) technologies, with at least 2+ years in a leadership or senior support role.
• Strong experience with Linux (CentOS 7, Debian 12) system administration and troubleshooting.
• Hands-on experience with MariaDB database management, and managing telephony platforms like FreeSWITCH, OpenSIPS, and RTPengine.
• Proficiency in integrating and supporting Zoho, Salesforce, Freshdesk, Zendesk, and other CRM and customer service platforms.
• Experience with system monitoring tools (e.g., Nagios, Zabbix, Prometheus) to monitor infrastructure performance and track incidents.
• Technical Skills:
• Strong understanding of VOIP protocols (SIP, RTP), PBX systems (FreeSWITCH, OpenSIPS), and database management with MariaDB.
• Proficient in Linux server administration, including performance tuning, system security, and database optimization.
• Experience managing system integrations between telephony and CRM platforms (Zoho, Salesforce, Zendesk, Freshdesk).
• Familiarity with automation tools (Ansible, Puppet, Chef) to automate system tasks and configurations.
• Ability to troubleshoot issues across the entire technology stack, from network layers to application-level integrations.
• Certifications:
• Relevant certifications in telephony (e.g., FreeSWITCH, Asterisk), Linux, or CRM platforms (e.g., Salesforce).
• ITIL or similar certifications are a plus.