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Saas Technical Support Engineer

USA, Georgia, United StatesCloud & Delivery - Customer Service

Job description

Anywhere365® is the world's first certified Microsoft Teams Cloud Contact Center and Dialogue Management solution. And we are on a mission to create a "Mind-blowing" customer experience for global enterprises. In the world of Unified Communications, we are looking for a Technical Support Level 2 Engineer to join our  Cloud & Delivery - Customer Service team in the North American region. Our goal at Customer Service is to provide top-notch support to our Partners and Customers.

What this role is:

As a UC Saas 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 37 experts located in Europe, the USA, the United Kingdom, and Australia. Our goal is to achieve high levels of customer satisfaction by delivering solutions that meet or exceed client expectations. Join us in embodying our values - "We Are 1 Anywhere, Customer First, Dare to Venture and Enjoy the Ride".

What this role isn't:

This role isn't an IT helpdesk role where you'll change passwords, reboot hardware systems, and network issues.

Job Responsibilities:

  • Investigate technical issues escalated from L1 Support.
  • Diagnosis and configuring AW365 software on-premises and Azure environments.
  • Troubleshoot SSO, SIP flow, and trunk problems on Session Border Controllers.
  • Analyze logs to identify root causes, trends, or anomalies.
  • Replicate technical issues using PowerShell Experience for automation and scripting.
  • Monitor cloud infrastructure and Azure Resource Manager (ARM).
  • Manage SQL Server databases and execute queries.
  • Escalate technical issues to L3 Support that require code-level solutions.
  • Collaborate with the development team to ensure the timely resolution of escalated issues.
  • Share insights and findings with the L1 support team to enhance overall technical expertise.
  • Maintenance of the knowledge base by documenting solutions and best practices.

Job requirements

Must have:

  • Based in the Mountain region of the USA (applicants from Georgia and Texas will be considered.
  • 5+ years of work experience in Software development companies or UCaaS domains.
  • Experience with Microsoft Azure (Microsoft Teams, Office 365, SharePoint, MS Dynamics, Powershell)
  • Proficient skills and knowledge of log analysis and troubleshooting methodology.
  • Demonstrate expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark.
  • Strong knowledge of VoIP systems at an infrastructure level, specifically in utilizing the SIP protocol over TLS/TCP and UDP, is essential.
  • Prior experience in an administrative or support role with Session Border Controllers, preferably Audiocodes)

Nice to have:

  • Familiarity with providing support for various contact center solutions e.g UCaaS, Omnichannel
  • C#, Javascript, nodeJS, React

We pick character over skills

Can you convince us that you are:

  • Proactive and detail-oriented;
  • Eager to learn, develop, and share proactively knowledge;
  • You are cooperative, curious, result-driven, and a self-starter;
  • Excellent communication skills; fluent in English;
  • Responsive to change. No, let’s rephrase that: you thrive on change!