Technical Support Engineer

We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Engineer. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing support while playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.

• Provide support for all technical queries from customers related to Toku’s multi-product platform via email and other asynchronous channels. 

• Diagnose and resolve technical issues related to call routing, IVR flows, integrations (CRM, ticketing systems), APIs, and platform configurations. 

• Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback. 

• Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences. 

• Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability. 

• Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques. 

• Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience. 

• Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system. 

• Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs. 

• Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members 

• Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts. 

• Experience with contact center platforms (e.g., Genesys Cloud, Five9, Talkdesk, NICE CXone, Amazon Connect). 

• Familiarity with APIs, scripting (Python, JavaScript, CURL commands), and cloud infrastructure (AWS – Debugging & troubleshooting using CloudWatch). 

• The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required 

• Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have.

• Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage. 

• At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment. 

• Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner. 

• Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously. 

• Familiarity with CRM software and support ticketing systems (Atlassian – Jira) 

• Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude. 

• Ability to work shifting schedules