L2 Technical Support Lead – SIP, VoIP

Job not on LinkedIn

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📡 Telecommunications

☁️ SaaS

🤝 B2B

💰 $5M Series A - Toku on 2024-11

Telecommunications • SaaS • B2B

Toku is a cloud-based communications and customer experience platform that provides AI-powered conversational and telephony solutions focused on APAC languages and accents. The company offers business telephony integrations (Toku for Microsoft Teams, Toku for Zoom Phone), an AI-powered contact centre, AI voice agents, programmable voice and messaging embeddables, campaign and feedback management tools, and APIs for building in-app calling and messaging. Toku targets enterprises across industries (government, fintech, insurance, travel & hospitality, retail/e-commerce, sharing economy) with use cases like number masking and user verification to improve security and CX.

📋 Description

• Lead day-to-day L2 support operations across Toku’s contact centre and voice services • Own escalated tickets, prioritisation, technical progression and resolution • Investigate issues across Toku CCaaS, Agent Portal, Admin Portal, voice services, SIP routing, APIs, integrations, cloud infrastructure and Cisco technologies • Diagnose issues, gather logs and technical evidence, and escalate complex problems to L3, Engineering, Product or vendors • Manage incident, problem, change, service request and escalation workflows using ITIL practices • Monitor ticket queues, backlog, aged tickets and SLA compliance • Identify recurring issues, raise problem records, contribute to Root Cause Analysis and drive corrective and preventive actions • Raise and manage changes associated with incident and problem fixes • Provide technical leadership during critical incidents and communicate updates to stakeholders • Own technical communication for escalated customer issues • Guide L2 engineers on troubleshooting, ticket hygiene, customer communication and escalation discipline • Improve support processes, ticket ownership, technical escalation and cross-team collaboration • Coordinate work allocation, ticket follow-up and handovers across the L2 support team • Build and maintain SOPs, runbooks, troubleshooting guides and knowledge-base articles • Produce daily and weekly reporting on queue health, SLA performance, aged tickets and recurring issues • Participate in the L2 on-call rota and support high-priority S1/S2 incidents outside normal working hours

🎯 Requirements

• 8+ years in Technical Support, Managed Services, Contact Centre or Unified Communications environments • At least 3 years in a team lead or shift lead capacity • Strong hands-on experience supporting contact centre technologies • Experience guiding technical support engineers, allocating and following up work, improving troubleshooting practices and driving ticket ownership • Strong hands-on technical investigation, triage, diagnostics, logging and L2 troubleshooting skills • Hands-on experience managing incident, problem, change, service request and escalation workflows • Practical experience applying ITIL practices; ITIL certification is an added advantage • Experience monitoring ticket queues, backlog, aged tickets and SLA compliance • Strong practical knowledge of contact centre technologies and CCaaS platforms • Experience with Cisco, Genesys or Amazon Connect is relevant • Practical knowledge of SIP and carrier/VoIP technologies, including call-flow troubleshooting and diagnostic logs • Practical knowledge of Cisco Collaboration, contact centre and VoIP technologies • Practical knowledge of Agent Portal, Admin Portal, integrations, REST APIs, webhooks and monitoring tools • Practical knowledge of cloud communications and cloud fundamentals, including AWS fundamentals • Hands-on experience with Jira Service Management and/or Zendesk is preferred; similar platforms are relevant • Fundamental scripting knowledge and ability to understand or analyse scripts and their output • Experience owning critical technical escalations in enterprise environments • Experience improving technical support processes, ticket management, troubleshooting, escalation and knowledge sharing • Bachelor’s degree in IT, Computer Science, Engineering, Telecommunications or a related discipline • Role based in India • Ability to work remotely with occasional travel to the Chennai office • Participation in an approximately one-week-per-month on-call rota, including support outside normal working hours

🏖️ Benefits

• Remote work from India • Occasional travel to the Chennai office, once or twice per year • Participation in the L2 on-call rota, approximately one week per month • Meaningful, real-world challenges at a growing company