Toku
Website:
toku.co
Job details:
At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.
We are looking for a hands-on L2 Support Lead to take technical and operational ownership of day-to-day L2 support across Toku’s contact centre and voice services. You will troubleshoot and own escalated issues, guide L2 engineers, drive strong ticket and SLA discipline, and coordinate effectively with customers, Engineering, Product and other technical teams. This is a technical leadership role rather than a traditional people-management position. You will thrive in this role if you combine strong contact centre support experience with hands-on troubleshooting, clear ownership and a drive to continuously improve how support operates.
What you will be doing
- L2 Support Ownership: Lead day-to-day L2 support operations across Toku’s contact centre and voice services, ensuring escalated tickets have clear ownership, appropriate priority and consistent technical progression through to resolution.
- Hands-on Troubleshooting: Act as the first point of technical escalation for L2 engineers and personally investigate issues across Toku CCaaS, Agent Portal, Admin Portal, voice services, SIP routing, APIs, integrations, cloud infrastructure and Cisco voice and contact centre technologies.
- Technical Triage & Escalation: Diagnose issues, identify where to investigate and gather the relevant logs and technical evidence before escalating complex problems to L3, Engineering, Product or third-party vendors with clear problem statements, timelines and business impact.
- Incident & Service Management: Manage incident, problem, change, service request and escalation workflows end to end, applying ITIL practices and Toku’s support processes.
- Queue & SLA Management: Proactively monitor ticket queues, backlog, aged tickets and SLA compliance, intervening early to reprioritise, reassign, escalate or coordinate support where tickets are at risk.
- Problem Management & RCA: Identify recurring issues and customer-impacting trends, raise problem records, contribute to Root Cause Analysis reports and help drive corrective and preventive actions through to closure.
- Change Management: Raise and manage changes associated with incident and problem fixes, ensuring changes are appropriately tested, documented and progressed through the change management process.
- Major Incidents: Provide technical leadership during critical incidents, gathering logs, isolating faults, coordinating with relevant technical teams and providing clear updates to stakeholders.
- Customer Ownership: Own technical communication for escalated issues, explaining investigations, resolutions, engineering updates and release dependencies clearly to customers, including where resolution depends on other teams.
- Technical Leadership: Guide L2 engineers on troubleshooting approach, ticket hygiene, customer communication and escalation discipline, while reviewing ticket quality and helping the team develop stronger technical practices.
- Process Improvement: Identify gaps in support processes and help establish more consistent and effective ways of working across L2, improving ticket ownership, technical escalation and collaboration between support and other teams.
- Work Allocation & Handover: Coordinate work across the L2 support team, follow up on ticket progress and maintain effective handovers without assuming traditional line-management responsibilities such as attendance or performance management.
- Knowledge Management: Build and maintain SOPs, runbooks, troubleshooting guides and knowledge-base articles to improve resolution capability and reduce dependency on individual team members.
- Reporting: Produce daily and weekly reporting on queue health, SLA performance, aged tickets and recurring issues for the Support Manager.
- On-call Support: Participate in the L2 on-call rota, approximately one week per month, supporting high-priority S1/S2 incidents outside normal working hours and engaging the appropriate backend teams when required.
We’d love to hear from you if you have
- Support & Contact Centre Experience: 8+ years in Technical Support, Managed Services, Contact Centre or Unified Communications environments, with strong hands-on experience supporting contact centre technologies and at least 3 years in a team lead or shift lead capacity.
- Technical Leadership: Experience guiding technical support engineers, allocating and following up work, improving troubleshooting practices and driving strong ticket ownership without relying solely on formal people-management authority.
- L2 Troubleshooting: Strong hands-on technical investigation skills, including the ability to triage issues, identify relevant diagnostic information and logs, resolve appropriate L2 issues and prepare high-quality escalations for deeper engineering investigation.
- Service Management: Hands-on experience managing incident, problem, change, service request and escalation workflows, with practical experience applying ITIL practices. ITIL certification is an added advantage.
- Ticket & SLA Management: A track record of monitoring ticket queues, backlog, aged tickets and SLA compliance and acting on this information to improve ticket progression and resolution times.
- CCaaS / Contact Centre: Strong practical knowledge of contact centre technologies and CCaaS platforms. Experience with Cisco, Genesys or Amazon Connect is relevant; experience with Toku’s specific platform is not required.
- Voice & Carrier Technologies: Practical knowledge of SIP and carrier/VoIP technologies, including troubleshooting call flows and working with relevant logs and diagnostic information.
- Cisco Technologies: Practical knowledge of Cisco Collaboration, contact centre and VoIP technologies.
- Applications & Integrations: Practical knowledge of Agent Portal and Admin Portal functionality, integrations, REST APIs, webhooks and monitoring tools within contact centre or cloud communications environments.
- Cloud Technologies: Practical knowledge of cloud communications and cloud fundamentals, including AWS fundamentals.
- Ticketing Platforms: Hands-on experience with Jira Service Management and/or Zendesk is preferred, although experience with similar service-management or ticketing platforms is also relevant.
- Scripting: Fundamental scripting knowledge and the ability to understand or analyse scripts and their output. Hands-on scripting capability is an advantage rather than a core requirement.
- Customer Escalations: Experience owning critical technical escalations in enterprise environments and communicating technical issues, dependencies and resolution progress clearly to customers and internal stakeholders.
- Process Improvement: Experience identifying gaps in technical support processes and helping teams adopt more consistent approaches to ticket management, troubleshooting, escalation and knowledge sharing.
- Education: Bachelor’s degree in IT, Computer Science, Engineering, Telecommunications or a related discipline.
- Location: This role is to be based in India, working remotely. Occasional travel to our Chennai office, once or twice per year may be required
Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.
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