Application 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 2nd Line Technical Support Engineer (Application 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. 

• 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 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:

• Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark (knowledge on using web browser development tools to troubleshoot web applications and analyzing .har file captures is a requirement)

• Minimum of 7 years of experience in software development companies

• Understanding of containerized software architectures and Kubernetes

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

• Deep understanding of Microsoft Azure and Powershell scripting

• 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. 

• Basic scripting and programming knowledge will make you stand out. 

Some last notes:

Currently, this role is remote. However, we are also planning to open an office in Johannesburg and we'll expect you to come to our office twice a week.

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.

AnywhereNow 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!