Our client is a global company specializing in Video and Unified Communication solutions and products.


  • Understand CLIENT’S products and solutions and ability to articulate the same to customers/partners.
  • Understand technical issues raised by customer
  • Configure, troubleshoot and resolve complex issues for the customers
  • Use labs environments to re-create complex customer problems
  • Use remote troubleshooting session in resolving the customer issues
  • Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
  • Document troubleshooting and problem resolution steps
  • Provide training to customers when required.
  • Offer an expert level support in Voice and Video technologies
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
  • Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
  • Build/Maintain relationships with key external and internal stake holders
  • Share the best practices/lessons learned with rest of the teams



  • Bachelor's degree in Engineering/equivalent with 5-7 years overall industry experience.
  • Good understanding and experience in Voice and Video technologies
  • Excellent understanding for various voice and video protocols like SIP, H.323, MNP24 (https)
  • Strong understanding in Microsoft Unified Communications products such as,
    • Skype for Business Server 2015/2019
    • Skype for Business Online
    • Microsoft Teams
  • Good understanding in network concepts (TCP, UDP, RTP, NAT’ing & etc).
  • Able to capture the sniffer traces using Wireshark/NetMon/tcpdump tools and identify the issue.
  • Possession of any of the following technical certifications is a strong plus:
    • CCENT (Cisco Certified Entry Networking Technician)
    • WCNA (Wireshark Certified Network Analyst)
    • Core Solutions of Microsoft Skype for Business
    • Deploying Enterprise Voice with Skype for Business
    • MS-700 Managing Microsoft Teams
    • Poly CVE (Certified Videoconferencing Engineer)
    • SSCA (SIP School Certified Associate)
  • Ability/prior experience to analyze complex logs
  • Good or Basic understanding in Microsoft products, such as,
    • Active Directory
    • Azure Active Directory
    • Office 365 (Microsoft 365)
    • Exchange Server
    • Exchange Online
    • Windows Server and its features
    • Microsoft SQL Server


JOB ID: 1733

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