Voice Support Engineer

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

Customers and operators worldwide rely on our voice services. You’re their technical go-to, solving root causes and helping build AI-powered support!

What drives us

“The entire customer journey. One platform”

What we value

Every CM.com colleague, connects to our 4 shared values:

Drive and Lead

You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

Grow and Learn

The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.

Together and Care

We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.

Speed and Change

By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.

As a Voice Support Engineer, you’ll be the technical point of contact for customers and operators around the world who rely on our voice services. This isn’t a ticket-closing role: you’ll own the quality of our support by finding the patterns behind the tickets and removing them at the source. With our support ever evolving, you’ll have a real say in how we do support in the future.

You will

Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.

Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.

Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can’t.

Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don’t solve the same problem twice.

Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.

Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.

Who you are

A Bachelor’s or Master’s degree (HBO/WO) in a technical field, or equivalent experience

A hands-on, can-do mentality and the drive to fix problems rather than work around them

An analytical mindset, with the ability to find the root cause behind issues

The ability to juggle multiple complex support cases at once

Knowledge of VoIP systems, SIP, RTP or computer networking (a plus)

Experience with support ticket processes, ideally in Jira Service Management (a plus)

Clear written communication, so your documentation and customer replies are easy to follow

Fluency in Dutch and English, both written and spoken

Genuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work.

What we offer

As a CM.com club member, you’ll have the following benefits:

Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.

Healthy food:Daily healthy lunches and snacks to keep you energized.

Effortless commute:The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.

Time off:Recharge with 25 vacation days, plus the option to purchase 10 additional days.

Own your success:Become a shareholder with our Employee Share Purchase Program.

Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving

Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.

Together at CM.com :Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.

Before you apply

We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.
Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

Our Hiring Process

It's just clean and simple!

Step 1

Meet the recruitment team and learn more about CM.com & the position and tell about your experience & motivation