Remote opportunity at
TokuL2 Technical Support Lead – SIP and VoIP
Toku offers enterprises cloud communications and customer engagement tools. The company is headquartered in Singapore and serves clients throughout the Asia-Pacific region and elsewhere, combining local…
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About This Role
Toku offers enterprises cloud communications and customer engagement tools. The company is headquartered in Singapore and serves clients throughout the Asia-Pacific region and elsewhere, combining local consulting, bespoke technology, in-country infrastructure and connectivity. This L2 Technical Support Lead role covers its contact centre and voice services. The lead owns day-to-day L2 support for escalated tickets across contact centre and voice services, and personally works through faults in the CCaaS platform,…
Job Description
Toku offers enterprises cloud communications and customer engagement tools. The company is headquartered in Singapore and serves clients throughout the Asia-Pacific region and elsewhere, combining local consulting, bespoke technology, in-country infrastructure and connectivity. This L2 Technical Support Lead role covers its contact centre and voice services.
The lead owns day-to-day L2 support for escalated tickets across contact centre and voice services, and personally works through faults in the CCaaS platform, both portals, SIP routing, APIs, connected systems, cloud layers and Cisco contact-centre technology. The role triages problems, gathers logs and evidence, and escalates to L3, engineering, product or vendors with clear problem statements. It also runs incident and problem management under ITIL practices, leads technical response during major incidents, tracks service-level compliance, drives root cause analysis and maintains knowledge base articles.
The position is technical leadership rather than traditional people management. The lead guides L2 engineers on troubleshooting, ticket quality and escalation discipline, with no attendance tracking or performance reviews. The role is remote and based in India, with occasional travel to the Chennai office once or twice a year. It includes an on-call rota of about one week per month for urgent S1 and S2 events after hours.
Responsibilities
- Lead daily L2 support across contact centre and voice services, with clear ownership and priority on escalated tickets
- Act as the first technical escalation point for L2 engineers and investigate issues across CCaaS, portals, SIP routing, APIs and cloud infrastructure
- Triage problems, collect logs and evidence, and escalate to L3, engineering, product or vendors with clear timelines and business impact
- Operate the ITIL-based processes for incidents, problems, changes, service requests and escalations
- Keep watch on queue health, overdue tickets and service-level targets, stepping in early when work is at risk
- Identify recurring issues, raise problem records, and help drive root cause analysis and corrective actions
- Raise and manage changes tied to fixes, with testing and documentation
- Give technical leadership during major incidents and provide clear stakeholder updates
- Own technical communication with customers on escalated issues, including release dependencies
- Write procedures, playbooks and how-to articles for the team's knowledge base
- Produce daily and weekly reports on queue health, SLA performance and recurring issues
- Join the L2 on-call schedule for S1 and S2 incidents
Requirements
- Over eight years across support desks, managed services, contact centres or unified communications, including three years leading a team or shift
- Experience guiding technical engineers and driving ticket ownership without formal people-management authority
- Hands-on L2 troubleshooting, including triage and high-quality escalations for engineering
- Practical experience with incident, problem, change and service request workflows and ITIL practices
- Track record monitoring ticket queues, backlogs and SLA compliance
- Working familiarity with contact-centre tech and CCaaS platforms (Cisco, Genesys or Amazon Connect)
- Working knowledge of SIP, carrier and VoIP technologies, including tracing call flows
- Comfort with portal functions, system integrations, REST APIs, callback hooks and monitoring software
- Cloud communications knowledge and AWS fundamentals
- Experience owning critical enterprise escalations and communicating clearly with customers and internal teams
- Experience improving support processes, ticket handling and knowledge sharing
- An undergraduate qualification in a technical or telecoms field, such as information technology or computing
Qualifications
- ITIL certification
- Experience with Jira Service Management, Zendesk or similar ticketing platforms
- Fundamental scripting knowledge, with hands-on scripting as an advantage
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The role is remote and based in India. Occasional travel to Toku's Chennai office, once or twice a year, may be required.
Is this a people-management role?
No. The posting describes technical leadership rather than traditional line management, so the role does not include attendance or performance management.
What on-call duties apply?
The lead is on the L2 on-call rotation roughly one week each month, covering urgent S1 and S2 events after hours.
What education and experience are listed?
An undergraduate degree in a technical area, such as IT, computing, engineering or telecoms, is required. The posting also asks for at least eight years in technical support or contact centre work, including three years as a lead.
Sample Interview Questions
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