Support Team Leader

About Ubiquiti

At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity.

About the Role

We aim to have a Support Team Lead in place, which goes far beyond the tiered support model and breaks the standard Network centre support stereotype. Our team here at Ubiquiti Inc. work in a non-siloed environment keeping the Agile methodologies in view, thus eliminating the delays in reaching out to a resolution for a problem, ultimately resulting in raising satisfaction and achieving customer success.

Responsibilities

Enhance the Product Experience by

• Supporting all of Ubiquiti’s product lines such as the UniFi Network, UniFi Protect, UniFi OS Consoles, UniFi Talk, Ubiquiti ISP, and many more to diagnose and tackle wireless, security, switching, and other various network-related issues reported by Ubiquiti customers.
• Provide support with full accountability on cases handled by the Tier 1 teams and facilitate discussions with the development teams (as and when needed). 
• Prioritise high-touch cases and close the gaps in the workflow.
• Investigate areas of misalignments or issues which are critical dead ends and provide suggestions to remove them.
• Identify issues through support trends and suggest corrective actions to elevate the quality of the product and UX.
• Stay up to date on Ubiquiti features and technology by attending training, participating in team communication, and keeping up with enterprise and networking trends.

Improve Technical Knowledge of the teams by

• Identifying Knowledge gaps by Auditing real-time chats.
• Providing lab activities to learn and reproduce issues, as identified during chat/email Audits.
• Help troubleshoot complex problems with Ubiquiti hardware and software along with recommending corrective action.
• Use acquired knowledge to suggest and contribute to Knowledge Base articles.
• Create SOPs for Standard/Common issues to improve issue handling.

Improve Process Adherence by

• Identifying areas and opportunities to streamline processes and provide actionable feedback for improving brand narrative.
• Identify ways for improved process enforcement.
• Escalate to the management of deviations in the process are noticed
• Report and escalate systemic cases to management as necessary and in a timely manner.

Training and Development

• Identify commonly seen gaps by performing real-time chat/email audits to improve upon:

1. Technical Knowledge
2. Product Knowledge
3. Process Improvement.

• Assess progress based on sessions delivered.

Team Handling

• Conduct team-building activities to enhance motivation.
• Guide and mentor team members from a process perspective to ensure delivery of SLAs.
• Set clear team goals & Oversee day-to-day operations.
• Drive team performance and report on metrics (KPIs).
• Provide updates and submit reports related to your own area of work.

Knowledge and Experience

• Knowledge of the networking industry, products, and protocols.
• Knowledge of the following network protocols and technologies (preferred): TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.
• Knowledge of troubleshooting utilities such as tcpdump, Ping, Traceroute, and Wireshark (or similar packet capture and analysis tools) is highly desired.
• Proven work experience as a team leader.
• In-depth knowledge of performance metrics.
• Excellent communication and leadership skills along with a collaborative approach.
• Organizational, time-management, & decision-making skills.
• A strong analytical mind, as is the ability to triage.
• Outstanding customer service skills.
• Ability to multitask and work under pressure.

Qualification

• Bachelor's/Master's Degree in the field of Engineering/Computer Science/IT.
• 1+ years of experience as a Team Leader managing a team working on a computer networking-related problem-solving and troubleshooting.
• Networking certifications are a plus.

Work Location & Shift

Mumbai (Work from office)

Night Shift

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