Team Lead - Product Support (6-10 yrs)

Team Lead : Global Product Support Engineer

Role Overview :

As a Team Lead within our Global Product Support team, reporting to the Customer Support Manager, you will play a critical role in overseeing and driving the success of a highly skilled team. Your primary focus will be managing day-to-day support operations, resolving complex issues, and ensuring seamless collaboration with engineering and service delivery teams. We are looking for someone who combines technical expertise with strong team leadership experience, enabling effective resolution of customer issues while fostering team development and engagement.

A degree in computer science or engineering is preferred, and exceptional communication skills are essential. The ideal candidate will be technically skilled, a fast learner, and adept at combining problem-solving abilities with a customer-focused approach. A positive attitude, eagerness to learn, fluency in English, and a willingness to travel are key for success in this role.

Key Responsibilities :

- Understand Customer Needs : Align with business objectives and address customer requirements.

- Incident Management : Handle incidents within SLAs, including troubleshooting, diagnosing, and resolving platform issues.

- System Support : Follow system support guidelines, reproduce faults, and coordinate with relevant teams for resolution.

- Reporting : Lead the development of post-event root cause analysis reports.

- System Changes : Implement configuration changes as per access rights and approvals.

- Network Performance : Engage in technical discussions to enhance network performance and suggest improvements.

- Knowledge Sharing : Collaborate with support team members, share best practices, and create knowledge base articles.

- Feedback Mechanisms : Develop and use feedback to prevent future support issues.

- Complex Problem Solving : Address complex problems with innovative solutions.

- Traffic Analysis : Analyse traffic, tune solutions for security, and present reports to customers or account managers.

Preferred Experience and Knowledge :

- Experience : 5+ years in technical support, with 2+ years in a leadership role.

- Education : B.Tech/BE in IT, Computers, or Electronics & Communications.

- Telecom Experience : VAS/DATA system operations, maintenance, and mobile networks (GSM, GPRS, UMTS).

Technical Knowledge

- Messaging : SMSC, SMS, SMPP, RCS, MMS, SIP.

- Signalling : SS7, Diameter, GTP-C

- Tools : Kafka, ElasticSearch, Kibana, SQL, REST API, Consul, Nginx, haproxy, Grafana, Prometheus.

- Scripting and Networking : Linux commands, Shell/Python scripting, TCP/IP, routing, switching, BGP, BFD.

- Skills : Troubleshooting, communication, presentation, reporting, analysis, and interpersonal skills.

- Other : Knowledge of Linux OS, MySQL, Kubernetes, Docker, AWS, Azure; experience with ticketing systems.

What We Can Offer You :

- Hybrid Working Model : Flexibility to work from both office and home.

- Industry Leadership : Work with a leading organization in telecommunication security, where great performance is recognized.

- Competitive Salary : Attractive compensation package.

- Paid Time Off : 20 days of PTO, increasing to 25 days with length of service.

- Health Benefits : Comprehensive healthcare plan, including general insurance, term life cover, accidental insurance, and travel insurance.

- Bonus Scheme : Opportunity to earn company bonuses.

- Learning Opportunities : Free access to various learning platforms.

A Few Final Details :

- Employment Type : Full-time, 40 hours per week.

- Location : Hyderabad, with potential travel as needed.

- Start Date : Immediate.

=- Shift Work : Some night and weekend shifts are required.