Customer Support Leadership
- Lead and manage a team of L2/L3 network support engineers handling customer escalations
- Serve as the senior technical escalation point for complex customer network issues
- Ensure timely resolution of customer tickets in line with SLA/Warranty commitments
- Build and maintain strong relationships with key customer accounts
- Conduct regular service review meetings with customers to discuss performance and improvements
Technical Support Operations
- Troubleshoot and resolve advanced network issues across LAN, WAN, SD-WAN, and cloud environments
- Provide expert-level support for routing, switching, firewalls, VPNs, and network security
- Analyze customer network incidents, identify root causes, and deliver RCA reports
- Drive proactive monitoring and health checks of customer network environments
- Support onboarding of new customers including network assessments and solution handover
- Project management and completion within timelines
Team Lead & Development
- Mentor and coach support engineers to enhance technical and customer service skills
- Develop and maintain knowledge base articles, SOPs, and troubleshooting runbooks
- Monitor team KPIs (MTTR, CSAT, ticket resolution rate) and drive continuous improvement
- Conduct quality reviews of customer interactions and technical resolutions
Vendor & Internal Collaboration
- Liaise with OEM vendors (Huawei, Aruba, Cisco, Juniper, Palo Alto, etc.) for escalated hardware/software issues
- Collaborate with pre-sales and solutions teams during customer proposals and proof-of-concepts
- Coordinate with NOC, security, and project teams to ensure seamless service delivery
- Provide technical input for service improvement plans and customer renewal discussions
Required Qualification & Experience
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field
- 5+ years of experience in network engineering, with at least 1 years in a lead or supervisory role
- Strong hands-on experience with routers, switches, firewalls, and load balancers (Huawei, Aruba, Cisco, Juniper, Palo Alto, Fortinet, etc.)
- Proficiency in networking protocols: BGP, OSPF, MPLS, VLANs, STP, QoS, VPN, SD-WAN
- Experience with network monitoring tools (SolarWinds, PRTG, Nagios, or equivalent)
- Strong understanding of LAN/WAN, data center networking, and cloud connectivity (AWS, Azure)
- Relevant certifications: CCNP, CCIE, or equivalent (preferred)