Tech Support Lead

Company Profile

Avhan Tech is a leader in Cloud Communications Technologies, specializing in innovative solutions that empower businesses to operate efficiently in a connected global environment. With over 23 years of experience, Avhan Tech has been at the forefront of several advancements, including the patented ‘Jodo World©’ framework, a Cloud Digital Workplace Technology Framework that redefines how businesses manage communications and operations. Avhan Tech is recognized as one of the top 5 companies globally in the WebRTC technology space, providing SaaS and product services to enterprises and SMEs worldwide.

As Avhan Tech enters a rapid growth phase, the company is focused on evaluating and implementing new technologies and frameworks that will support scalability, transparency in operations, and continuous innovation. This is an exciting time to join the company and contribute to the development and expansion of cutting-edge products like the Jodo World Framework.

Role Overview

The Tech Support Lead ensures seamless support for Avhan’s cloud communication platforms. The role focuses on:

• Delivering high-quality technical support.
• Ensuring platform uptime and SLA compliance.
• Process compliance in technical and team management.
• Efficient management of infrastructure, products, and customer engagement.

Key Responsibilities

Operational Excellence

• Ensure platform uptime and maintain SLA adherence for all Jodo Cloud installations.
• Monitor and optimize cloud infrastructure performance (including AWS, Google, and private cloud setups).
• Manage the deployment and upgrades of Avhan’s Jodo products, ensuring process adherence for patch updates and CR delivery.
• Automate repetitive technical tasks and monitoring processes to enhance efficiency and compliance.

Customer Support

• Oversee customer support operations, ensuring Help Desk ticket resolutions meet SLA standards.
• Proactively address product issues with effective communication to clients and internal stakeholders.
• Develop FAQs, training materials, and self-service resources to enhance customer satisfaction and minimize recurring issues.

Technical Process Management

• Create, maintain, and monitor checklists and technical processes to ensure robust delivery (patch updates, system checks, and backups).
• Drive process standardization for cloud infrastructure management and partner handovers.
• Perform regular audits to ensure compliance with security and performance standards.

Team Leadership

• Lead, train, and manage the technical support team, ensuring process compliance and skills enhancement.
• Develop rosters to ensure 24/7 team availability, with contingency plans for emergencies.
• Foster a culture of process adherence and continuous improvement.

Training & Documentation

• Design and deliver customer and team training programs for product implementation, management, and troubleshooting.
• Document and refine technical processes, ensuring full compliance and clarity for internal and external stakeholders.
• Create training videos and manuals for effective knowledge sharing.

Skills & Experience

Educational Qualifications

• B.E. / B.Tech / M.Tech / MCA / M.Sc. in Computer Science, Electronics, or related fields.
• Strong concepts of IT service management (ITSM)
• Preferred: ITIL Certification, Project Management certifications (e.g., PMP, PRINCE2).

Experience

• Essential:
  • 2-3 years in technical implementation and management of Cloud Software Products (SaaS, PaaS, IaaS).
  • 1-2 years in managerial or supervisory roles.
  • Experience with SLA-driven support, incident management, and process documentation.
• Desirable:
  • Exposure to BFSI, BPO, Travel, or Insurance verticals.
  • Experience with unified communications and cloud telephony platforms.

Technical Expertise

• Proficient in managing virtual machines and cloud infrastructure (AWS, GCP, private clouds).
• Strong knowledge of MySQL/MariaDB with Galera Cluster, including queries, backups, and performance monitoring.
• Understanding of network technologies: TCP/IP, HTTPS, DNS, VoIP, VPNs, Load Balancer and firewalls.
• Awareness of Redis, ActiveMQ, Nagios, Grafana, Prometheus
• Awareness of open-source telecom platforms like Asterisk, FreeSWITCH, and Kamailio SIP Proxy.
• Awareness of APIs, Webhooks
• Knowledge of information security standards for cloud deployments.

Soft Skills

• Excellent written and verbal communication skills in English.
• Strong leadership and customer management abilities.
• High process orientation with proven skills in documentation and delivery management.

Additional Expectations

• Availability to manage a global team across different time zones.
• Flexibility to extend working hours during emergencies.
• Uphold Avhan’s values by ensuring compliance and excellence in all technical tasks.

Key Performance Indicators (KPIs)

• SLA adherence for customer support and infrastructure uptime.
• Process compliance in team operations and documentation.
• Timely execution of patch updates, deployments, and customer communications.
• Reduction of repetitive issues through proactive measures and automation.