Technical Support Manager
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
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 systemsnot 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 SayDo 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.
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
