Role Overview

We are looking for a hands-on Technical Support Manager to lead the complete L2 support function for our Voice and AI platforms. The ideal candidate combines strong technical depth with leadership, customer empathy, and a mindset of building scalable, automation-driven support systems—not merely people management.

This role is critical in strengthening platform reliability, improving SLAs, and enabling the team to solve complex problems with confidence and ownership.

Key Responsibilities

Technical Leadership

• Lead, mentor, and upskill L2 Support Engineers for Voice (SIP/VOIP) and AI product ecosystems.

• Own complex escalations end-to-end, ensuring quick, accurate, and high-quality resolutions.

• Provide deep technical guidance on debugging APIs, microservices, SIP logs, workflows, and datastore issues.

• Ensure technical readiness for new features, architectural changes, and product rollouts.
  
  

Operational Excellence

• Drive improvements in response and resolution SLAs through process enhancements and automation.

• Build strong troubleshooting frameworks, documentation, SOPs, and runbooks for the team.

• Analyse platform data to identify patterns, recurring issues, and preventive measures.

• Work closely with Product & Engineering to remove systemic issues and improve platform stability.
  
  

Automation & Tooling

• Identify manual and repetitive work and replace it with scripts, automations, or diagnostics.

• Enhance monitoring and observability (Kibana, Grafana, alerts) to enable faster issue detection.

• Recommend and implement tooling improvements to streamline L2 workflows.
  
  

Stakeholder Management

• Act as a trusted escalation point for Customer Success, Customer Happiness, Sales, Product, and Engineering.

• Communicate proactively during critical incidents with clarity, ownership, and confidence.

• Foster a culture of excellence, curiosity, and accountability within the team.

Must-Have Qualifications

• 9+ years of experience in Technical Support, Platform Support, or similar roles.

• Strong hands-on knowledge of:

• Linux, networking fundamentals

• SQL + NoSQL datastores (MySQL, Redis, Elasticsearch, MongoDB)

• REST APIs and microservices

• SIP/VOIP protocols and troubleshooting

• Debugging tools (Kibana, Grafana, packet captures, log analysis)

• Proficiency in at least one scripting/programming language (Python, Go, Java, PHP).

• Demonstrated experience handling critical customer escalations.

• Strong communication skills with the ability to simplify complex technical issues.

Good to Have

• Experience working in a CPaaS, SaaS, or cloud platform environment.

• Exposure to AI products, chatbots, voice bots, or LLM-driven systems.

• Knowledge of WebRTC or distributed system debugging.

Key Behaviours & Traits

• High Say–Do ratio and strong sense of ownership.

• Deep customer empathy and a problem-solving mindset.

• Ability to connect the dots across systems and logs quickly.

• Curious, proactive, and constantly exploring better ways to support customers.

• Calm, structured communication during high-pressure situations.

Why This Role

This position plays a central role in shaping the future of our Technical Support for Voice and AI. You will have the opportunity to build smarter processes, influence engineering decisions, and lead a high-performing team that directly impacts customer experience and platform reliability.