L1 Support Engineer – VoIP and Cloud Communications

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

This is a junior (L1) Technical Support Engineer role designed for early-career engineers or fresh graduates who want to build hands-on experience in cloud communications and enterprise platforms. You will act as the first line of technical support for customers, performing initial troubleshooting, gathering diagnostics, and working closely with remote L2 teams to resolve issues efficiently. The role combines desk-based ticket handling with regular on-site customer support in Singapore. You will thrive in this role if you are curious, technically grounded, and motivated to learn CCaaS and VoIP technologies on the job.

What you will be doing

• L1 Technical Support & Ticket Handling: Receive and triage incoming support tickets from customers, providing first-level troubleshooting and timely responses via email and other asynchronous channels.

• Initial Troubleshooting & Diagnostics: Investigate issues related to platform configuration, connectivity, and basic application behaviour, collecting logs and diagnostic data to support resolution.

• On-site Customer Support: Act as the local technical presence at customer sites in Singapore (typically 2–3 days per week), accessing systems and infrastructure to execute investigations or instructions from remote teams.

• Escalation to L2 Teams: Escalate well-documented findings, logs, and observations to remote L2 engineers who do not have direct access to local infrastructure.

• System Access & Evidence Gathering: Access relevant servers, systems, and tools to gather accurate technical evidence required for deeper troubleshooting.

• Process & Documentation Support: Maintain clear records of incidents, actions taken, and resolutions in the ticketing system, contributing to consistent support processes.

• Learning & Platform Familiarity: Stay up to date with Toku product releases, internal updates, and support procedures to ensure accurate information is shared with customers and teammates.

• Customer Interaction & Professionalism: Communicate clearly and professionally with customers during investigations, setting expectations and providing status updates as required.

We’d love to hear from you if you have

• Early-career technical background: A degree or diploma in IT, Computer Science, Software Engineering, or equivalent practical experience (including fresh graduates or candidates with up to 3 years experience).

• Foundational technical skills: Basic understanding of IT systems, networking fundamentals, or cloud concepts, with the ability to follow structured troubleshooting steps.

• Support or operations exposure: Any experience in IT support, helpdesk, NOC, or junior cloud / infrastructure roles is advantageous but not mandatory.

• Learning mindset: Strong willingness and ability to learn CCaaS, VoIP, and cloud communication technologies on the job.

• Log collection & documentation skills: Ability to gather logs, capture evidence, and document issues clearly for escalation.

• Scripting awareness (nice to have): Any exposure to scripting or automation (in any language) is a bonus but not required.

• Customer-facing communication: Clear written and verbal communication skills, with the ability to explain technical findings at an appropriate level.

• Work arrangement fit: Availability to work standard office hours (9am–6pm) with no shift, night, or on-call requirements, and comfort with regular on-site customer visits in Singapore.

What would you get?

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (excluding Bank holidays)

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.