Toku

Support Engineer

• 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

Technical Support Engineer

Manager

• Requirements Gathering and Analysis: Collaborate with commercial, project, and product teams to understand client business operations, infrastructure design, and environmental setup; develop and propose tailored action plans to meet and exceed client-specific service level requirements.
• Ticket Management and Service Level Monitoring: Monitor, manage, and resolve tickets and escalations across internal and external stakeholders; conduct regular client meetings; track, report, and ensure consistent achievement of agreed service level metrics.
• Service Improvement and Documentation: Perform trend analysis to identify recurring issues and opportunities for improvement; recommend and implement corrective and preventive actions; develop, own, and drive service improvement plans; maintain and update the Service Management Plan and knowledge base articles.
• Service Delivery Reviews and Meetings: Conduct periodic steering committees, incident reviews, and problem management reviews; lead regular service delivery reviews to assess performance, identify risks, and evaluate client satisfaction; produce and present monthly service performance reports to clients and internal stakeholders.

Service Delivery Manager

QA Engineer

• Perform quality assurance efforts for contact center and unified communication software products.
• Create detailed, comprehensive, and well-structured test plans and test cases.
• Estimate, prioritize, plan, and coordinate quality testing activities.
• Execute automation scripts using open-source tools and run regression, integration, and performance tests.
• Collaborate with QA Manager, Test Automation Engineers, Product Managers, developers, and customer support teams.
• Track, triage, and investigate issues raised during UAT; work with end users to support UAT execution.
• Identify, document, and track defects using bug tracking systems (e.g., Jira) and verify fixes.
• Advocate and implement QA process improvements and contribute to QA strategy and tooling selection.
• Participate in knowledge sharing and contribute to growth of the QA team.
• Maintain documentation of test plans, test cases, test scripts, and defect history to reduce escaping defects.

Associate QA Engineer

Backend Engineer

• Manage Toku databases: design, plan, implement, operate, protect and maintain database systems
• Deploy and configure databases ensuring they are operational and accessible
• Implement and manage backup and recovery strategies to protect data and enable rapid recovery
• Design and implement highly available, scalable, and disaster-recovery database architectures
• Monitor database performance, identify bottlenecks and perform query and system optimizations
• Use monitoring tools to track database activity and proactively address anomalies
• Automate manual tasks to improve operational efficiency and processes
• Collaborate with Database Manager, Product Engineering, Infra, Security, and business stakeholders
• Provide technical inputs to stakeholders on data requirements and share best practices within the team
• Implement database security, governance, and compliance (e.g., GDPR, HIPAA, Data Protection Act)
• Develop and test disaster recovery plans to minimize downtime during major incidents
• Participate in long-term strategy alignment, continuous improvement and talent development/mentorship

Technical Support Engineer

Service Delivery Manager

Associate QA Engineer

Database Engineer