L2 Technical Support Lead – SIP and VoIP

Accountabilities:

Lead day-to-day L2 support operations across contact centre and voice services, ensuring escalated tickets have clear ownership, appropriate priority, and consistent progression through resolution.
Act as the primary technical escalation point for L2 engineers, personally investigating complex issues across CCaaS platforms, agent and administration portals, voice services, SIP routing, APIs, integrations, cloud infrastructure, and Cisco technologies.
Diagnose technical issues, gather relevant logs and evidence, and prepare clear escalations for L3, Engineering, Product, or third-party vendors, including problem statements, timelines, and business impact.
Manage incident, problem, change, service request, and escalation workflows in line with established service-management and ITIL practices.
Monitor ticket queues, backlogs, aged tickets, and SLA performance, proactively intervening to reprioritize, reassign, or escalate tickets when necessary.
Identify recurring incidents and customer-impacting trends, contribute to root cause analysis, and drive corrective and preventive actions through to completion.
Coordinate changes associated with incident and problem resolution, ensuring appropriate testing, documentation, approvals, and progression through change-management processes.
Provide technical leadership during major S1/S2 incidents by gathering evidence, isolating faults, coordinating technical teams, and keeping stakeholders informed.
Own technical communication with customers during escalations, clearly explaining investigations, resolutions, dependencies, engineering updates, and expected timelines.
Coach and guide L2 engineers on troubleshooting methodologies, ticket quality, customer communication, escalation practices, and technical ownership.
Coordinate work allocation and handovers within the L2 support team, following up on ticket progress without assuming traditional line-management responsibilities.
Develop and maintain SOPs, runbooks, troubleshooting guides, and knowledge-base content to improve resolution capability and reduce operational dependency on individual team members.
Identify support-process gaps and implement improvements that strengthen ticket ownership, technical escalation, knowledge sharing, and cross-team collaboration.
Produce regular reporting on queue health, SLA performance, aged tickets, recurring issues, and operational trends.
Participate in an L2 on-call rotation of approximately one week per month, supporting high-priority incidents outside standard working hours and engaging backend teams when required.
Requirements:
8+ years of experience in Technical Support, Managed Services, Contact Centre, Unified Communications, or related environments, including strong hands-on experience supporting contact centre technologies.
At least 3 years of experience in a team lead, shift lead, or comparable technical leadership capacity.
Proven ability to guide technical support engineers, coordinate work, improve troubleshooting practices, and drive strong ticket ownership without relying exclusively on formal management authority.
Strong L2 troubleshooting and technical investigation skills, including log analysis, diagnostic data gathering, issue triage, resolution, and preparation of high-quality engineering escalations.
Hands-on experience managing incidents, problems, changes, service requests, and escalations, with practical knowledge of ITIL principles; ITIL certification is an advantage.
Strong experience monitoring ticket queues, backlogs, aged tickets, and SLA performance and taking action to improve progression and resolution times.
Practical knowledge of CCaaS and contact centre platforms, with experience in technologies such as Cisco, Genesys, or Amazon Connect being highly relevant.
Strong understanding of SIP, VoIP, carrier technologies, call flows, and the diagnostic information required to troubleshoot voice issues.
Practical knowledge of Cisco Collaboration, contact centre, and VoIP technologies.
Experience with contact centre applications and integrations, REST APIs, webhooks, monitoring tools, and cloud communication environments.
Working knowledge of cloud technologies and fundamentals, including AWS.
Experience with Jira Service Management, Zendesk, or comparable service-management and ticketing platforms.
Fundamental scripting knowledge and the ability to understand, analyze, or troubleshoot scripts and their output; hands-on scripting experience is an advantage.
Demonstrated experience managing critical technical escalations in enterprise environments and communicating technical issues, dependencies, and resolution progress clearly.
Strong process-improvement mindset with experience developing more consistent approaches to ticket management, troubleshooting, escalation, and knowledge sharing.
Excellent written and verbal communication skills, with the ability to translate complex technical issues into clear information for both technical and non-technical stakeholders.
Bachelor’s degree in IT, Computer Science, Engineering, Telecommunications, or a related discipline.
Willingness to work remotely from India and travel occasionally to the Chennai office, approximately once or twice per year.
Strong ownership, analytical thinking, problem-solving ability, and composure when handling high-priority incidents and customer escalations.
Benefits:
Fully remote working opportunity based in India.
Senior technical leadership position with significant ownership of L2 support operations and service quality.
Opportunity to work with enterprise-grade contact centre, cloud communications, SIP, VoIP, Cisco, API, and CCaaS technologies.
Exposure to complex technical environments involving Engineering, Product, Cloud, Carrier, and third-party technology teams.
Opportunity to influence support processes, knowledge management, troubleshooting standards, and operational improvements.
Cross-functional and international working environment with exposure to enterprise customers and complex technical challenges.
Structured on-call rotation with approximately one week of coverage per month.
Occasional travel to the Chennai office, approximately once or twice per year.
Opportunity to grow technical leadership expertise while remaining hands-on with advanced support and communications technologies.