Job Summary
• This role is responsible for overseeing critical technology areas and customer groups, providing strategic account support, and maintaining advanced technical proficiency and industry awareness. The role designs support solutions, fosters customer relationships, and acts as a trusted advisor in service delivery. The role contributes to complex projects, establishes policies, and mentors lower-level employees while building productive internal and external relationships.

Responsibilities
• Act as lead for technical support consultants and oversees multiple critical or high-risk technology areas or customer groups, while integrating technical proficiency and business insight to devise customer-oriented solutions.
• Delivers strategic account support by consistently upholding advanced technical and operational prowess and staying abreast of industry dynamics.
• Evaluates support plans based on business indicators and align them with the organization’s service solutions.
• Cultivates and expands relationships with complex and strategic customer accounts, thereby nurturing growth.
• Acts as a trusted advisor and consultant, for both customers and the organization, in service delivery, whether related to business, technology, industry, or specific applications.
• Designs and executes support solutions, leading the team’s efforts towards comprehensive solution planning, execution, and management.
• Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
• Contributes inputs to operational methods and initiatives that could impact business management strategies within a given geographic area.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Specific responsibilities include:

Team lead for technical support engineers, act as a SPOC for customerUnderstand Polycom’s products and solutions and ability to articulate the same to customers/partners.Understand technical issues raised by customerConfigure, trouble shoot and resolve complex issues for the customersUse labs environments to re-create complex customer problemsUse remote trouble shooting session in resolving the customer issuesAnalyze complex logs to troubleshoot customer issues and then provide the effective resolutionsDocument troubleshooting and problem resolution stepsProvide training to customers when required.Offer an expert level support in Voice and Video technologiesTake overall ownership of technical issues, and working with different teams resolve more advanced issues when necessaryAssist in program reviews/providing feedbacks to partners, customers and engineering leadershipBuild/Maintain relationships with key external and internal stake holdersShare the best practices/lessons learned with rest of the teams

Job Requirements & Attributes:

Bachelor's degree in Engineering/equivalent with 7-10 years overall industry experience.Good understanding and experience in Voice and Video technologiesExcellent understanding for various voice and video protocols like SIP, H.323, MNP24 (https)Good or Basic understanding in Microsoft products, such as:Active DirectoryAzure Active DirectoryOffice 365 (Microsoft 365)Exchange ServerExchange OnlineWindows Server and its featuresMicrosoft SQL ServerStrong understanding in Microsoft Unified Communications products such as:Skype for Business Server 2015/2019Skype for Business OnlineMicrosoft TeamsGood 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 BusinessDeploying Enterprise Voice with Skype for BusinessMS-700 Managing Microsoft TeamsPoly CVE (Certified Videoconferencing Engineer)SSCA (SIP School Certified Associate)Ability/prior experience to analyze complex logsProven track record in Voice, Video and Networking with remote trouble shooting experience.Excellent customer handling skills and effective communication skillsSelf-learner who is enthusiastic in continuous learning and good team player

Preferred Certifications
1. ITIL Certifications

2. Python and other scripting certifications with experience.

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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