L2 Technical Support Lead – SIP and VoIP

Jobgether SRL; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Xapply in India seeks an L2 Technical Support Lead for SIP and VoIP to own the day-to-day delivery of L2 support across contact centre and voice services. This hands-on leadership role requires expert troubleshooting, incident management, and SLA adherence while guiding L2 engineers through complex escalations.

You will coordinate with Engineering, Product, and vendors, perform root cause analysis and change management, and drive continuous improvements to support processes.

Job description

Description:

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a L2 Technical Support Lead - SIP and VoIP based in India.

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, prioritization, 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.