NOC & Technical Support Engineer – VoIP

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

☁️ SaaS

💰 $5M Series A on 2022-10

Telecommunications • SaaS • AI

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

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions. • Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors. • Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related. • Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication. • Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products. • Provide clear and timely updates to customers on issue status, maintenance activities, and system changes. • Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed. • Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently. • Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems. • Perform proactive and reactive testing of services, including validation of deployments and system changes. • Assist with basic configuration tasks such as interconnection setup and route adjustments as required.

🎯 Requirements

• Hands-on experience or strong foundational understanding of SIP (Session Initiation Protocol) and VoIP troubleshooting (voice call failures, call quality issues, basic call flow analysis) • Ability to perform structured problem analysis, validate issues, and determine appropriate escalation paths • Strong attentiveness and discipline in monitoring systems, responding to alerts, and managing operational workloads • Strong written and verbal communication skills, with the ability to explain technical issues clearly to customers • Familiarity with Zendesk or similar CRM/ticketing systems is preferred • Basic understanding of networking concepts (e.g. IP, connectivity, routing fundamentals) • Experience analysing logs, browser console output, or system behaviour in web-based applications • Background in Electronics & Communications Engineering (ECE) or similar technical discipline is preferred • Willingness to work in a 24/7 shift-based environment, including weekends. • Demonstrated accountability, reliability, and consistency in completing assigned tasks and responsibilities. • Experience working in a technical support, NOC, or operations environment (startup or fast-paced environment preferred)

🏖️ Benefits

• A reliable home setup, including stable internet and backup connectivity, is required to support shift-based operations. • Continuous Learning & Training: Participate in ongoing training to build knowledge across systems, tools, and troubleshooting techniques. • Collaborative Environment: Ability to work effectively within a team and coordinate with multiple stakeholders. • Attention to Detail: Ability to handle repetitive, time-consuming tasks with accuracy and focus.