Technical Support Manager

About the Role: Our client is a Wholesale Managed Service Provider offering a range of value-added services via an Australia-wide dealer network (SIM Only, AI Voice, SMS, Hosted Yeastar Cloud, SIP Voice, Teams Direct Routing, and Business Grade Internet). We are looking for a Technical Support Manager to manage the end-to-end process of service delivery and operations — both upstream with tier 1 carrier partners and downstream with customers.

What You'll Do

• Provide phone and email support to customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services.
• Design and configure VoIP deployments.
• Act as a technical escalation point for voice engineering team members and handle escalated trouble tickets.
• Provide ticketing support by troubleshooting network faults, diagnosing voice issues, and ensuring timely callback and updates.
• Identify knowledge gaps, recommend training courses, and mentor staff to deliver high-quality service.
• Collaborate with engineering teams to develop hardware support documentation and troubleshooting guides.
• Work with the in-house development team to improve workplace tools, automation, and customer self-service options.
• Provide after-hours on-call support for escalations and handle scheduled out-of-hours work requests.

What You Bring

• At least 5 years' experience in the Telco/ISP industry.
• At least 5 years' experience in the LAN, WAN, and networking sector.
• Expert knowledge of IP voice principles, VoIP technologies, and network design.
• Demonstrable experience using tools such as Claude or other AI to improve business efficiency.
• Strong customer engagement skills and ability to manage issues within a tight SLA-driven environment.
• Ability to work both independently and within a team, train others, and develop course materials.
• Excellent time management and multitasking skills.

Benefits

• Top-of-market salaries.
• Independent work — 100% remote from the comfort of your home in Pakistan. Your output is important, not how or where you work.
• An unparalleled work culture.