Toku

Technical Support Engineer

Toku

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • 🇸🇬 Singapore

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Job Level

JuniorMid-Level

Tech Stack

AWSCloudJavaScriptPythonVoIP

About the role

  • 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

Requirements

  • 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).
  • 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 (good to have).
  • Working experience with Help Center/knowledge bases and Microsoft Teams (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 clearly.
  • 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; ability to work shifting schedules.
Benefits
  • Hybrid work arrangement (CBD, Central Singapore)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
VoIPSIPWebRTCcloud telephonyAPIsPythonJavaScriptCURL commandsAWStroubleshooting
Soft skills
written communicationverbal communicationorganizational skillsmultitaskingproblem analysiscollaborationindependencecustomer feedbacktrainingdetail-oriented