Working for more than eight years as a global product support engineer for VoIP Application Servers, Gateway's and Multimedia Communication Platforms based on SIP and WebRTC technologies including On Premise, UCaaS and CPaaS Solutions. Products which are integrates voice, video, instant messaging, presence, mobility, conferencing, collaboration and many other Unified Communication services over any network and device. Working on signaling, media, services, billing, fault management, performance and security issues.• Accepting customer cases via CRM tools, make fault isolation and root cause analysis and provide timely solutions to customers in a professional manner.• Troubleshooting problems online at customer networks, collecting traces and performing immediate configuration and engineering solutions• Determining software bugs, documentation faults and escalating to relevant teams• Reproducing the actual issues in labs, testing with automation & simulation tools• Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.• Carrying pager for 24/7 support of E1/E2 outages and business critical customer issuesProgramming and Tools: • C/C++, Java, ARM Assembly, Python • Eclipse, Netbeans, MS Visual Studio • Microsoft Office • Wireshark, IBM ClearcaseOperating Systems: Linux, WindowsTechnical Information and Capabilities: • Telecommunication, IP Telephony, Voice over IP (VoIP) • Problem Solving, Problem Analysis, Fault Management • Embedded Systems, Network, Linux, DSP • Data Mining, Machine Learning, Debugging, Test Automation • TCP/IP, UDP, TCP, TLS, HTTP • SIP, SDP, SQL, RTP, MGCP, WebRTC, REST, TURN/STUN • CRM Tools, SFDC, JIRA, AWS, Kubernetes, Docker, Kibana, • SIP PBX, SIPP, Product and Solution Support