Technical Support Manager

Role & responsibilities

• Customer Support & Issue Handling

• Provide Level 1 & L2 technical support for customers across CPaaS, CCaaS, and Call center Telephony environments.
• Handle inbound support requests via email, chat, and phone with professional communication.
• Perform root cause analysis at the L1 level, escalating issues to L2/L3 teams where required.
• Ensure timely ticket resolution within agreed SLAs.

• Technical Troubleshooting & Monitoring

• Monitor and manage alarms, logs, and dashboards for cloud telephony and telecom platforms.
• Troubleshoot first-level issues related to SIP, VoIP, PRI, DID, SMS Gateways, IVR, and API Integrations.
• Execute standard operating procedures (SOPs) for recurring incidents.
• Work with monitoring tools (Nagios, Zabbix, Grafana, CloudWatch, etc.) for proactive issue detection.

• Platform & Industry Knowledge Application

• Support Cloud -based communication platforms (Ozonetel, Exotel, Convox, Genesys, Astrix , Free switch, etc.).
• Understand the architecture and flow of voice, SMS, and WhatsApp communication in CPaaS ecosystems.
• Troubleshoot customer concerns around latency, call drops, IVR failures, routing issues, or messaging delays.
• Provide configuration support for SIP Trunks, Call Center Dialers, IVR flows, and API endpoints.

• Documentation & Reporting

• Maintain detailed incident logs, RCA reports, and troubleshooting documentation.
• Contribute to knowledge base articles, FAQs, and training material for internal and external users.
• Provide regular updates to management on ticket trends and recurring issues.

Preferred candidate profile

• Graduate in

  Engineering / Computer Science / Electronics / Telecom

  (preferred).
• Minimum

  5 years of experience

  in

  Telecom / Cloud Telephony / Contact Center domain

  .
• Strong track record of providing

  customer-facing L1/L2 support

  .
• Residency in

  NCR region (Delhi / Noida)

  is mandatory.