Technical Support Team Lead

3 weeks ago

Carmona, Philippines iCXeed Full time

Are you a natural problem solver with a strong foundation in networking and a passion for leading high-performing teams? Join our growing support organization as a Tech Support Team Lead, where you’ll guide a team of specialists in delivering top-tier technical support to our global customers. Responsibilities Lead by example in delivering exceptional phone, social media, and ticket-based support to customers worldwide. Diagnose and resolve issues involving IP configuration, connectivity, and bandwidth. Walk customers through troubleshooting steps and ensure all resolutions are clearly documented. Collaborate with internal teams to improve our knowledge base, release notes, and support documentation. Maintain accurate CRM case records and uphold high service standards. Troubleshoot basic to intermediate networking issues (TCP/IP, DNS, DHCP, routing, switching, latency). Support customers in setting up and maintaining video-over-IP systems. Communicate complex technical concepts in a clear, friendly, and professional manner. Escalate critical issues promptly to Pre‑Sales or Product Management while ensuring customers remain updated. Qualifications Proven leadership experience in a technical support or helpdesk environment. Solid grounding in networking fundamentals (TCP/IP, DNS, DHCP, routing, and switching). Strong customer service orientation and analytical problem‑solving skills. Hands‑on experience using diagnostic tools such as ping, traceroute, and Wireshark. Excellent verbal and written English communication skills. Familiarity with video streaming workflows and protocols (SRT, RTMP, RTSP, NDI). Ability to translate complex technical issues into simple, actionable steps. Preferred Qualifications CompTIA, CCNA, or similar certifications. Experience with the NDI (Network Device Interface) ecosystem or similar media transport technologies. Knowledge of network design or optimization for video/audio applications. Experience using Zoho Desk or other CRM/ticketing platforms. #J-18808-Ljbffr

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