L2 Technical Support Lead – SIP, VoIP

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee daily L2 support operations for Toku’s contact center and voice services.

• Take ownership of escalated tickets, ensuring resolution with a clear focus on ownership, priority, and technical advancement.

• Investigate issues related to Toku CCaaS, Agent Portal, Admin Portal, voice services, SIP routing, APIs, integrations, cloud infrastructure, and Cisco technologies.

• Diagnose problems, collect logs and technical evidence, and escalate complex issues to L3, Engineering, Product teams, or vendors.

• Manage workflows for incidents, problems, changes, service requests, and escalations utilizing ITIL practices.

• Monitor ticket queues, backlogs, aged tickets, and ensure SLA compliance.

• Identify recurring issues, create problem records, contribute to Root Cause Analysis reports, and drive corrective and preventive measures.

• Initiate and manage changes associated with incident and problem resolutions.

• Provide technical leadership during significant S1/S2 incidents and coordinate with relevant technical teams.

• Handle technical communication for escalated issues with both customers and internal stakeholders.

• Mentor L2 engineers on troubleshooting, ticket management, customer communication, and escalation protocols.

• Enhance support processes, ticket management, technical escalation, and collaboration across teams.

• Coordinate work distribution, ticket follow-ups, and handovers without traditional line-management duties.

• Develop and maintain SOPs, runbooks, troubleshooting guides, and knowledge-base articles.

• Generate daily and weekly reports on queue health, SLA performance, aged tickets, and recurring issues for the Support Manager.

• Participate in the L2 on-call rotation, approximately one week per month.

⛳️ Requirements

• 8+ years of experience in Technical Support, Managed Services, Contact Centre, or Unified Communications environments.

• Minimum of 3 years in a team lead or shift lead role.

• Extensive hands-on experience with contact center technologies.

• Proven experience in guiding technical support engineers and coordinating tasks without relying solely on formal people-management authority.

• Strong L2 troubleshooting, technical investigation, triage, diagnostic, and escalation capabilities.

• Hands-on experience managing incident, problem, change, service request, and escalation workflows.

• Practical experience implementing ITIL practices; ITIL certification is a plus.

• Familiarity with monitoring ticket queues, backlogs, aged tickets, and SLA compliance.

• Robust practical knowledge of contact center technologies and CCaaS platforms.

• Relevant experience with Cisco, Genesys, or Amazon Connect.

• In-depth knowledge of SIP and carrier/VoIP technologies, call flows, logs, and diagnostic information.

• Strong understanding of Cisco Collaboration, contact center, and VoIP technologies.

• Familiarity with Agent Portal and Admin Portal functionalities, integrations, REST APIs, webhooks, and monitoring tools.

• Understanding of cloud communications and fundamentals, including AWS basics.

• Hands-on experience with Jira Service Management and/or Zendesk preferred; experience with similar platforms is also relevant.

• Basic scripting knowledge with the ability to understand or analyze scripts and their outputs.

• Experience managing critical technical escalations in enterprise settings.

• Proven track record in improving technical support processes, ticket management, troubleshooting, escalation, and knowledge sharing.

• Bachelor’s degree in IT, Computer Science, Engineering, Telecommunications, or a related field.

• Position based in India; capability to work remotely and travel to the Chennai office occasionally.

• Willingness to participate in an on-call rotation and support high-priority incidents outside standard working hours.

🏝️ Benefits

• Remote work opportunity from India.

• Occasional travel to the Chennai office, once or twice a year.

• Participation in the L2 on-call rotation, approximately one week per month.

• Chance to tackle meaningful, real-world challenges at a rapidly growing company.