L2 Technical Support Lead – SIP and VoIP
J
JobgetherContact centre communications
Willingness to work remotely from IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in Technical Support, Managed Services, Contact Centre, Unified Communications, or related environments; at least 3 years of experience in a team lead, shift lead, or comparable technical leadership capacity.
- Required Skills
- AWSRESTful APIsZendesk
Requirements
- Have 8+ years of experience in Technical Support, Managed Services, Contact Centre, Unified Communications, or related environments, including hands-on contact centre technology support.
- Have at least 3 years of experience in a team lead, shift lead, or comparable technical leadership capacity.
- Demonstrate ability to guide support engineers, coordinate work, improve troubleshooting practices, and drive ticket ownership.
- Bring strong L2 troubleshooting and technical investigation skills, including log analysis, diagnostic data gathering, triage, resolution, and engineering escalations.
- Have experience managing incidents, problems, changes, service requests, and escalations, with practical knowledge of ITIL principles; ITIL certification is an advantage.
- Have practical knowledge of CCaaS and contact centre platforms; Cisco, Genesys, or Amazon Connect experience is highly relevant.
- Understand SIP, VoIP, carrier technologies, call flows, and voice-issue diagnostics, and have practical knowledge of Cisco Collaboration, contact centre, and VoIP technologies.
- Have experience with contact centre applications and integrations, REST APIs, webhooks, monitoring tools, and cloud communication environments.
- Have working knowledge of cloud fundamentals, including AWS, and experience with Jira Service Management, Zendesk, or comparable service-management and ticketing platforms.
- Have fundamental scripting knowledge and be able to understand, analyze, or troubleshoot scripts and their output; hands-on scripting experience is an advantage.
- Have experience managing critical technical escalations in enterprise environments and communicating technical issues and resolution progress clearly.
- Hold a bachelor's degree in IT, Computer Science, Engineering, Telecommunications, or a related discipline.
- Be willing to work remotely from India, travel occasionally to the Chennai office, and participate in an on-call rotation of approximately one week per month.
Responsibilities
- Lead day-to-day L2 support operations across contact centre and voice services, ensuring escalated tickets have clear ownership, appropriate priority, and progression through resolution.
- Investigate complex issues across CCaaS platforms, voice services, SIP routing, APIs, integrations, cloud infrastructure, and Cisco technologies.
- Gather logs and diagnostic evidence and prepare escalations for L3, Engineering, Product, or third-party vendors.
- Manage incident, problem, change, service request, and escalation workflows in line with service-management and ITIL practices.
- Monitor ticket queues, backlogs, aged tickets, and SLA performance, intervening to reprioritize, reassign, or escalate tickets.
- Contribute to root cause analysis and drive corrective and preventive actions for recurring incidents and customer-impacting trends.
- Coordinate technical teams and stakeholder communications during major S1/S2 incidents.
- Coach L2 engineers on troubleshooting, ticket quality, customer communication, escalation practices, and technical ownership.
- Develop SOPs, runbooks, troubleshooting guides, and knowledge-base content, and report on queue health, SLA performance, and operational trends.
- Participate in an L2 on-call rotation of approximately one week per month.
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