Technical Support Engineer

We're looking for Technical Support Engineers ! Responsibilities: - Provide Tier 2/3 technical support for Unified Communications and Contact Center solutions. - Troubleshoot complex issues involving SIP, RTP, VoIP, UC applications and call routing . - Analyze network packets, SIP traces and application logs to identify root causes. - Use tools such as Wireshark for packet capture and protocol-level troubleshooting. - Reproduce customer issues in a controlled test/lab environment . - Diagnose issues and provide clear, technically accurate resolutions to customers and partners. - Escalate product defects and complex technical issues to R&D/Engineering teams with appropriate logs, traces and analysis. - Work closely with Development, Product Management and Global Support teams to resolve customer issues. - Maintain detailed documentation of troubleshooting steps, resolutions and known issues. - Contribute to internal knowledge bases and technical documentation . - Mentor junior support engineers and help improve troubleshooting processes. - Maintain required KPIs, SLAs and support processes . - Participate in 24×7 rotational support shifts as required. ( *Note: Scoutit is an independent candidate sourcing partner for this hiring. All applications, candidate screening, and hiring-related actions are conducted directly by the respective employer’s authorized recruitment team. Relevant candidates will be contacted via email and asked to fill in additional details as part of the next stage of the application process.)