L2 Technical Support Lead – SIP, VoIP

• 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

• 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

• 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