NOC & Technical Support Engineer - VoIP

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 hybrid NOC and L1 Technical Support role focused on monitoring, incident triage, and customer issue handling across Toku’s voice and messaging platform. Working remotely from South America and supporting a major enterprise customer, you will be responsible for detecting issues, performing initial validation, and ensuring fast, accurate escalation while maintaining strong customer communication. The role blends system monitoring, basic VoIP troubleshooting, and application-level support within a global 24/7 operations environment. You will thrive in this role if you are attentive, reliable, and comfortable working in a structured, shift-based operations environment. Requirements What you will be doing Monitoring & Incident Response : Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions Incident Triage & Escalation : Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors VoIP & SIP Troubleshooting : Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related Customer Support & Ticket Handling : Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication Application-Level Troubleshooting : Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products Customer Communication & Updates : Provide clear and timely updates to customers on issue status, maintenance activities, and system changes Monitoring Discipline & Ownership : Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed Collaboration & Escalation Coordination : Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently Documentation & Record Keeping : Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems Testing & Validation : Perform proactive and reactive testing of services, including validation of deployments and system changes Interconnection & Routing Support : Assist with basic configuration tasks such as interconnection setup and route adjustments as required Process Adherence & SLA Compliance : Follow defined troubleshooting procedures and ensure adherence to SLAs for response and resolution times Continuous Learning & Training : Participate in ongoing training to build knowledge across systems, tools, and troubleshooting techniques Shift-Based Operations : Work within a 24/7 shift rotation model, including weekends, with clear boundaries and no on-call responsibilities Location: South America remote We’d love to hear from you if you have Core Technical Capability : Hands-on experience or strong foundational understanding of SIP (Session Initiation Protocol) and VoIP troubleshooting (voice call failures, call quality issues, basic call flow analysis) Troubleshooting & Triage Skills : Ability to perform structured problem analysis, validate issues, and determine appropriate escalation paths Monitoring & Operations Mindset : Strong attentiveness and discipline in monitoring systems, responding to alerts, and managing operational workloads Customer Communication Skills : Strong written and verbal communication skills, with the ability to explain technical issues clearly to customers Ticketing & Support Tools : Familiarity with Zendesk or similar CRM/ticketing systems is preferred Networking Fundamentals : Basic understanding of networking concepts (e.g. IP, connectivity, routing fundamentals) Tool Exposure (Nice to Have) : Familiarity with tools such as Wireshark, VoIPmonitor, Datadog, or similar monitoring/analysis tools is a plus Application Troubleshooting : Experience analysing logs, browser console output, or system behaviour in web-based applications Work Environment Experience : Experience working in a technical support, NOC, or operations environment (startup or fast-paced environment preferred) Shift Flexibility : Willingness to work in a 24/7 shift-based environment, including weekends Ownership & Reliability : Demonstrated acco