Job Description
Description
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. 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 in a 24⁄7 environment. You will be a great fit for 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: This role
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 accountability, reliability, and consistency in completing assigned tasks and responsibilities
Attention to Detail: Ability to handle repetitive, time-consuming tasks with accuracy and focus
Collaboration: Ability to work effectively within a team and coordinate with multiple stakeholders
Education Background (Preferred): Background in Electronics & Communications Engineering (ECE) or similar technical discipline is preferred
Work Setup: Hybrid model with 3 days in office and 2 days working from home (fixed WFH days: Monday and Friday). A reliable home setup, including stable internet and backup connectivity, is required to support shift-based operations.
Location & Commute: This role is to be based in Manila, Philippines (AsiaTel Building, Hanston Square). Given traffic conditions and shift patterns, candidates based within a reasonable commuting distance are preferred.
Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.
