L2 Technical Support Lead – SIP, VoIP

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

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

💼 Consulting

📦 Logistics

✈️ Travel

💰 $5M Series A on 2022-10

Consulting • Logistics • Travel

Toku is a company that specializes in AI-powered communication solutions, focusing particularly on customer engagement and business telephony. They offer a wide range of products, including conversational AI platforms, AI voice agents, and business telephony solutions for platforms like Microsoft Teams and Zoom Phone. Their services also include customer engagement tools such as contact centers, campaign managers, and feedback management systems. Toku is particularly focused on enhancing customer experience (CX) in the APAC region with solutions tailored to address unique language and communication challenges in the area. Additionally, Toku provides embedded communication solutions like programmable voice and messaging, user verification, and number masking to enhance security and efficiency in client communications. They cater to various industries including government, fintech, insurance, and travel, aiming to provide omnichannel and seamless digital experiences.

📋 Description

• Lead day-to-day L2 support operations across Toku’s contact centre and voice services • Own escalated tickets through resolution with clear ownership, priority and technical progression • 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 reports and drive corrective and preventive actions • Raise and manage changes associated with incident and problem fixes • Provide technical leadership during major S1/S2 incidents and coordinate relevant technical teams • Own technical communication for escalated issues with customers and internal stakeholders • 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 without traditional line-management responsibilities • 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 for the Support Manager • Participate in the L2 on-call rota, approximately one week per month

🎯 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 and coordinating work without relying solely on formal people-management authority • Strong L2 troubleshooting, technical investigation, triage, diagnostic and escalation 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, call flows, logs and diagnostic information • Practical knowledge of Cisco Collaboration, contact centre and VoIP technologies • Practical knowledge of Agent Portal and Admin Portal functionality, 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 preferred; similar platforms also 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 and attend occasional Chennai office travel • Ability to participate in an on-call rota and support high-priority incidents 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 • Opportunity to work on meaningful, real-world challenges at a high-growth company