Technical Support Manager

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.