L2 Technical Support Lead – SIP, VoIP

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

📋 Description

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

• Take ownership of escalated tickets, including prioritization, technical progression, and resolution.

• 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, or vendors.

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

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

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

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

• Provide technical leadership during critical incidents and communicate updates to stakeholders.

• Handle technical communications for escalated customer issues.

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

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

• Coordinate work distribution, ticket follow-ups, and handovers within the L2 support team.

• Develop and maintain Standard Operating Procedures (SOPs), runbooks, troubleshooting guides, and knowledge-base articles.

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

• Participate in the L2 on-call rotation and provide support for high-priority S1/S2 incidents outside regular working hours.

⛳️ Requirements

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

• A minimum of 3 years in a leadership role, such as team lead or shift lead.

• Extensive hands-on experience with contact center technologies.

• Proven experience in guiding technical support engineers, managing work allocation, improving troubleshooting practices, and fostering ticket ownership.

• Strong skills in technical investigation, triage, diagnostics, logging, and L2 troubleshooting.

• Hands-on experience in managing workflows for incidents, problems, changes, service requests, and escalations.

• Practical knowledge of ITIL practices; ITIL certification is a plus.

• Experience in monitoring ticket queues, backlogs, aged tickets, and ensuring SLA compliance.

• Strong practical understanding of contact center technologies and CCaaS platforms.

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

• Practical knowledge of SIP and carrier/VoIP technologies, including call-flow troubleshooting and diagnostic logs.

• Familiarity with Cisco Collaboration, contact center, and VoIP technologies.

• Understanding of Agent Portal, Admin Portal, integrations, REST APIs, webhooks, and monitoring tools.

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

• Preferred experience with Jira Service Management and/or Zendesk; experience with similar platforms is also applicable.

• Basic scripting knowledge and ability to interpret or analyze scripts and their outputs.

• Experience in managing critical technical escalations within enterprise environments.

• 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.

• Ability to work remotely with occasional travel to the Chennai office.

• Participation in an approximately one-week-per-month on-call rotation, including support outside regular working hours.

🏝️ Benefits

• Remote work opportunity from India.

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

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

• Engaging, real-world challenges within a growing company.