Role & responsibilities

We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified 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 to SIP, RTP, VoIP, UC applications, and call routing.
- Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems.
- Lab Replication:



Reproduce customer issues in a test workplace 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 Adherence Maintaining KPI's and desired SLA's
- Shift – Open for 24x7 shift work .

Skills: Documentation, Debugging, Customer Interaction, Product Management

Experience: 2.00-4.00 Years

📌 Technical Support Engineer (Bengaluru)
🏢 SpanIdea
📍 Bengaluru