Technical Lead - Professional Services and Support

TCPWave Inc.; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

TCPWave Inc. is seeking a Technical Lead for Professional Services and Support in Hyderabad, India. The ideal candidate will have over 10 years of experience in the networking domain, with strong expertise in DNS, DHCP, and IPAM. This role involves leading global support teams, driving DDI migration projects, and troubleshooting complex networking issues. Candidates should possess excellent communication and leadership skills, and the ability to perform in high-pressure environments.

Qualifications

• 10+ years of experience in networking domain.
• 4+ years in leading technical support or professional services teams.
• Strong experience in DNS/DHCP platforms.

Responsibilities

• Lead global Support and Professional Services teams.
• Drive end-to-end DDI migration projects.
• Troubleshoot complex issues and lead root cause analysis.

Skills

Networking expertise

DNS, DHCP, IPAM (DDI)

Leadership in technical support

Complex troubleshooting

Scripting and automation

Communication skills

Job description

Technical Lead - Professional Services and Support

• 10+ years experience in networking domain with strong expertise in DNS, DHCP, and IPAM (DDI)
• 4+ years experience leading technical support or professional services teams in customer-facing environments
• Deep knowledge of TCP/IP, routing, switching, and core networking fundamentals
• Hands-on experience with DNS/DHCP platforms such as BIND, Unbound, ISC DHCP (Kea is a plus)
• Strong experience in scripting and automation for network operations
• Proven ability to handle complex troubleshooting, migrations, and large-scale deployments
• Experience with enterprise architectures, high availability, and hybrid/cloud environments
• Exposure to network security concepts and load balancers is an advantage
• Excellent communication, stakeholder management, and leadership skills
• Strong ownership mindset with ability to perform in high-pressure environments

Technical Skills

• Lead global Support and Professional Services teams ensuring high-quality service delivery
• Drive end-to-end DDI migration projects and resolve technical challenges proactively
• Design scalable and resilient architectures in collaboration with Solutions teams
• Act as highest escalation point for critical issues and ensure SLA adherence
• Troubleshoot complex issues and lead root cause analysis (RCA) with clear communication
• Engage with customers on architecture, PoCs, migrations, and escalations as a trusted advisor
• Collaborate with Engineering and QA on defects, feature gaps, and product improvements
• Validate issues and define effective solutions or workarounds
• Mentor Tier-1 and Tier-2 engineers and drive technical excellence
• Conduct training sessions and knowledge transfer programs
• Drive knowledge management initiatives and contribute to documentation and KB articles
• Improve support processes, tools, and best practices for better efficiency
• Handle high-priority customer situations and provide executive-level updates
• Participate in on-call rotations to support a 24/7 operational environment