Technical Voice Support Engineer

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