Global Voice Support Engineer - AI-Driven Troubleshooting

CM.com; Breda; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Onboarding

Healthy food

Shuttle/Lease-a-bike

Vacation days

Employee share purchase

CM Academy

Vitality program

Team events

Job summary

CM.com is seeking a Voice Support Engineer to act as the technical go-to for customers and operators worldwide. You will own the quality of support by identifying root causes, reducing ticket volumes, and collaborating with the development team on fixes.

The role emphasizes proactive problem solving and shaping future support processes. You’ll work in a fast-paced environment with AI-enabled tools, contributing to a high-standard support culture while ensuring clear, concise communications

Qualifications

• Bachelor’s or Master’s degree in a technical field or equivalent experience.
• Hands-on, can-do mentality with focus on fixing problems.
• Analytical mindset to find root causes behind issues.
• Fluency in Dutch and English, written and spoken.

Responsibilities

• Resolve voice-related tickets globally with clear communication and root-cause focus.
• Identify recurring issues and reduce ticket volume and handling time.
• Fix problems yourself or with the development team when needed.
• Document solutions and known issues for self-service support.
• Shape support processes, AI tooling, and ways of working as we grow.
• Actively use AI tools to improve your own work and share results with the team.

Skills

VoIP systems

SIP

RTP

Analytical mindset

Multitask handling

Education

Bachelor’s or Master’s degree in a technical field

Tools

Jira Service Management

Job description

CM.com is seeking a Voice Support Engineer to act as the technical go-to for customers and operators worldwide. You will own the quality of support by identifying root causes, reducing ticket volumes, and collaborating with the development team on fixes.

The role emphasizes proactive problem solving and shaping future support processes. You’ll work in a fast-paced environment with AI-enabled tools, contributing to a high-standard support culture while ensuring clear, concise communications