Technical Support Engineer

Founded in 2010 in The Netherlands, Anywhere365 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. 

As a 2nd Line Technical Support Engineer , you will be responsible for thoroughly understanding the Anywhere365 software stack and its integration. The scope of the role is focused on troubleshooting issues by thoroughly analyzing log files from Anywhere365 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.

Key Responsibilities 

• 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. 

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

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

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

• Manage SQL Server databases and execute queries; 

• Collaborate with the development team to ensure the timely resolution of escalated issues; 

• 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; 

• Monitor cloud infrastructure and Azure Resource Manager (ARM). 

• Act as a liaison between A365 teams, escalating complex issues timely and adhering to SLAs. 

• Working in shifts and during the weekend

Why we would like to have a dialogue with you 

We pick competencies over skills and experience. Can you convince us that you possess the following competencies: 

• 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. 

• Knowledge Sharing: Actively sharing knowledge with team members and documenting experiences in comprehensive knowledge articles for customers and partners. 

• Pro-active Self-Starter: Ability to work independently and proactively in a complex environment, with a collaborative mindset to work effectively with cross functional teams.  

Competencies are key, but to be successful in this role you need to bring a few essentials to kickstart the conversation: 

Key skills and experience:

• Minimum of 7 years of experience in software development companies or UCaaS domain; 

• Strong knowledge of VoIP systems at an infrastructure level, specifically in utilizing the SIP protocol over TLS/TCP and UDP, is essential. 

• Experience with Microsoft Azure (Microsoft Teams, Office 365, SharePoint, MS Dynamics, Powershell); 

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

• Skilled in troubleshooting, root cause analysis, SLAs, knowledge, and incident management; 

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

• Demonstrate expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark.

Some last notes:

We are in the process of establishing a legal entity in South Africa, and you will be employed directly by us once it is finalized. In the interim, we expect you to work as a contractor.

Currently, this role is remote. However, we are also planning to open an office in South Africa, where you will be expected to work on-site four days a week once it is operational.

As this position involves supporting the US, we require flexibility in working shifts to cover these time zones. Additionally,

weekend work will be expected. Rest assured, you will be compensated for any irregular hours worked.

Anywhere365 is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community.

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the Talent Acquisition Specialists are happy to answer any questions!