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 asses...