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Technical Support Engineer

Remote: 
Full Remote
Salary: 
67 - 67K yearly
Work from: 
South Africa

Offer summary

Qualifications:

Experience with troubleshooting software issues, Knowledge of SIP flow and Session Border Controllers, Proficiency in PowerShell for automation, Familiarity with SQL Server databases.

Key responsabilities:

  • Resolve complex issues escalated from L1 support
  • Document solutions and maintain Knowledge Base

ANYWHERE365® logo
ANYWHERE365® SME http://anywhere365.io
201 - 500 Employees
About ANYWHERE365®
What if you could reduce a significant percentage of your unnecessary customer dialogues and gain 65% more productivity in your contact center? With Anywhere365 you can leverage your existing Microsoft investments to skyrocket your customer experience, streamline contact center operations and reduce your IT costs. Anywhere365 has become the leading Dialogue Management solution, native to Microsoft Teams. Our Dialogue Cloud is - the preferred Dialogue Management platform for 1800+ global enterprises, like Toyota, Philips and DHL - recognized by Gartner and - the world’s first Microsoft certified Contact Center for Microsoft Teams. Engage your customers effortlessly across any communications channels, from any device, location and any time. While AI voice bots and chat bots handle all routine requests, human agents work on more complex dialogues. The context of the dialogue always moves with the customer, ensuring first contact resolution of their issues. Agents work from a single pane of glass. Not having to switch between different point solutions, will result in a faster call handling, saving costly time and over-delivering to the customer’s expectation. Supervisors can measure agent performance, and benchmark them against peers. But just tracking agent performance won’t cut it. Anyone in your business can become the contact center. That’s why we report on customer dialogue KPIs from initial contact to final resolution across the entire enterprise. Run the Anywhere365 Dialogue Cloud on a private or public cloud or as-a-service. Anywhere365 is highly scalable, extremely flexible implementation and ready for future business requirements without significant additional overhead. Request your demo!
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Job description

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

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Microsoft SQL ServersTechnical SupportWindows PowerShellCloud InfrastructureIncident ManagementLog AnalysisKnowledge BaseDocumentation Generation

Other Skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Time Management
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