L2 Technical Support Lead – SIP and VoIP

Jobgether SRL; India; Remote; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Fully remote (India)

Senior leadership role

Chennai travel

Exposure to CCaaS tech

Job summary

Jobgether SRL in India is seeking an experienced hands-on technical leader for the L2 support of contact centre and voice services. You will own escalations, guide L2 engineers, and coordinate cross-functional teams including Engineering, Product and vendors to ensure timely resolution.

The role requires deep SIP/VoIP, CCaaS and cloud communications knowledge, ITIL-aligned incident and change management, and clear technical communication with enterprise customers.

Qualifications

• 8+ years in Technical Support or related environments.
• At least 3 years in a team lead, shift lead, or comparable technical leadership capacity.
• Strong L2 troubleshooting and technical investigation skills, including log analysis and issue triage.
• Hands-on experience managing incidents, problems, changes, service requests, and escalations with ITIL principles.
• Experience with CCaaS, Cisco, Genesys, or Amazon Connect.
• Knowledge of SIP/VoIP and cloud communications.
• Experience with Jira Service Management or Zendesk.
• Bachelor's degree in IT/CS/Engineering/Telecommunications.
• Willingness to work remotely from India with travel to Chennai occasionally.
• Excellent written and verbal communication skills.

Responsibilities

• Lead day-to-day L2 support operations across contact centre and voice services.
• Act as the primary escalation point for L2 engineers across CCaaS platforms and Cisco technologies.
• Coordinate incident, problem, change, service requests, and escalation workflows per ITIL.
• Provide clear technical communication to customers and internal stakeholders.
• Coach L2 engineers on troubleshooting and ticket quality.
• Develop and maintain SOPs, runbooks, and knowledge base content.
• Participate in monthly L2 on-call rotations.

Skills

L2 support leadership

SIP & VoIP knowledge

CCaaS platforms

ITIL practices

Incident & change management

Cisco technologies

REST APIs & webhooks

Scripting basics

Stakeholder communication

Remote work adaptability

Education

Bachelor's degree in IT/CS/Engineering/Telecommunications

Tools

Jira Service Management

Zendesk

AWS

Job description

This is a hands‑on technical leadership role responsible for the day‑to‑day delivery of L2 support across contact centre and voice services. You will take ownership of escalated technical issues, ensuring effective troubleshooting, prioritisation, SLA adherence, and resolution. The role combines deep expertise in SIP, VoIP, CCaaS, cloud communications, APIs, integrations, and Cisco technologies with strong operational discipline. You will guide L2 engineers, coordinate complex escalations, and provide clear technical communication to enterprise customers and internal stakeholders. You will also play a key role in major incidents, root cause analysis, change management, and continuous improvement of support processes. Working closely with Engineering, Product, vendors, and other technical teams, you will help strengthen reliability and resolution capabilities. This opportunity is ideal for an experienced support professional who enjoys solving complex technical problems while leading through expertise rather than traditional people management.

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, re‑assign, or escalation 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.

We appreciate your interest and wish you the best!