Technical Voice Support Engineer

Job description

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees in working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success.

The Opportunity

As a Technical Voice Support Engineer , you will be responsible for thoroughly understanding the AnywhereNow software stack and its integration. The scope of the role is focused on troubleshooting issues by thoroughly analyzing log files from AnywhereNow components, ensuring smooth operations for our clients. Additionally, tackling SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAP files. Tasks involve replicating reported issues in our support lab environment to ensure accurate solutions. Actively identifying software bugs and promptly reporting them to our development team for resolution. Moreover, you’ll be documenting known issues and creating internal knowledge articles to empower our support team with valuable insights.

Furthermore, you will be part of a group of around 35 experts located in Europe, the USA, and the United Kingdom. Our goal is to achieve high levels of customer satisfaction by delivering solutions that meet and exceed client expectations. Join us in embodying our values - OneAnywhere, Innovation, Caring, Customer First and Accountability.

What You’ll be Doing

* Resolve complex issues escalated from L1 support, performing root cause analysis and implementing solutions.

* Handle incident management, ensuring adherence to SLAs. Update tickets with detailed logs, troubleshooting steps, and resolutions.

* Investigate and resolve issues related to Microsoft technologies, including Windows Server environments, Azure, Microsoft Teams, and cloud-based services.

* Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers (SBCs) and analyze logs to identify root causes, trends, or anomalies;

* Replicate technical issues using PowerShell Experience for automation and scripting;

* Maintaining our Knowledge Base by documenting solutions and Best Practices;

* Support customers who operate their own SQL Server databases by analysing queries, identifying potential issues, and advising on performance, configuration, or data-related questions.

* Manages a queue of tickets, all while monitoring progress and priority changes.

* Assists and manages escalations with customers and partners, while supporting the investigation of major incidents and problems, in collaboration with Cloud & Product departments;

* Act as a liaison between AnywhereNow’s teams, escalating complex issues timely and adhering to SLAs.

* Working in shifts and during the weekend

What we're looking for:

We hire for competency as much as experience. You’ll thrive here if you demonstrate:

* Customer centricity: the ability to provide high-quality service (to customers), including understanding their needs, solving problems, and responding to feedback.

* Proactiveness: The ability to anticipate and take initiative in addressing potential challenges or opportunities before they arise, demonstrating foresight and proactive problem-solving

* Collaboration: The ability to work effectively with others and to build strong relationships based on trust and mutual respect, recognizing that everyone has something to contribute

* Adaptability: The ability to adjust to changing situations and work effectively in environments that may be uncertain or unpredictable

* Communication: Clearly and concisely communicating with customers and team members to ensure understanding, empathy and efficient resolution of issues.

* Taking ownership: The ability to take full responsibility and accountability for tasks, projects, or actions, demonstrating a sense of commitment and dedication towards achieving desired outcomes.

* Continuous learning & knowledge sharing: The ability and willingness to learn continuously throughout one's life, and to continuously seek out new knowledge and skills to stay up-to-date and relevant.

You’ll need to bring:

* Minimum of 5 years of experience within technical support or voice support role position at a SaaS Company

* Expertise in Voice; Session Border Controllers (SBCs) and Session Initiation Protocol (SIP) flow and trunk communications platforms

* Expert in the Microsoft ecosystem: a) Microsoft Windows O/S (2012/2016/2019), b) Cloud technologies c) Azure and MS teams

* Expert in REST, GraphQL, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark

* Proficient skills and knowledge of log analysis and troubleshooting methodology.

* Understanding of SQL Databases and SQL queries

* Expert in troubleshooting complex problems, root cause analysis, SLAs, knowledge, and incident management

* Proficient in at least one programming language (C#, Typescript / Javascript etc.)

* Background in UCaaS, Unified Communications, UC, and Contact Centers is a plus

* Understanding of containerized compute environment, Docker, Kubernetes, microservices is a plus