Customer Support manager L3 switches Routers

Roles and Responsibilities :

• • Customer Handling - Strong customer-facing skills with the ability to manage technical discussions, understand customer requirements, and build trusted relationships.
  • Technical Expertise - Strong understanding of networking solutions and products, with 80–90% expertise in switching & routing. Exposure to wireless technologies is optional but would be an added advantage.
  • Willingness to Travel - Comfortable with 30–40% travel, based on customer and business requirements.
  • Solution Mindset - Ability to understand customer challenges, recommend appropriate solutions, and drive technical problem resolution.
  • OEM Experience - Prior experience working with or for an OEM is preferred as a core requirement for the role.

   

  Good-to-Have (Not Mandatory)

   

  • People Management Experience – Prior experience managing a team of 3–5 team members, including coaching, mentoring, and driving team performance.
  • Cross-functional Collaboration – Experience working closely with Sales, Services, Product Management, Engineering, and other internal stakeholders.
  • Documentation Skills – Experience creating technical documentation, knowledge articles, or customer-facing documentation.

   

  Manage a team of technical support engineers to resolve complex network issues related to routers, switches, and wireless networks.
• Troubleshoot and resolve customer complaints in a timely and professional manner.
• Develop and implement process improvements to increase efficiency and reduce resolution times for repetitive issues.
• Collaborate with cross-functional teams to identify root causes of problems and develop solutions.

Job Requirements :

• 13-23 years of experience  OEM Switches routers company
• Strong knowledge of router, switching, and wireless technologies (e.g., Cisco, Juniper).
• Proven track record of managing high-performing teams and resolving complex technical issues.