Technical Support Engineer

Join Us as a 2nd Line (Technical) Support Engineer!

About the Company

Founded in 2010 in The Netherlands, the company is a global leader in Enterprise Dialogue Management. With a remote team across 22 countries, we provide AI-driven solutions powered by Microsoft Teams, serving top enterprises worldwide. We foster a culture of innovation, accountability, and customer-first thinking.

We’re looking for an experienced and passionate L2 Support Engineer to join our newly fast-growing team in Cape Town.

Duties and Responsibilities

As a 2nd Line (Technical) Support Engineer, you will:

1. Troubleshoot complex technical issues escalated from L1 support.
2. Manage incidents to ensure SLAs are met and documented.
3. Use PowerShell for automation and issue replication.
4. Resolve SSO, SIP flow, and trunk problems on SBCs.
5. Maintain and update the Knowledge Base.
6. Manage SQL Server databases by executing queries.
7. Collaborate with development teams to resolve software bugs.
8. Monitor cloud infrastructure and Azure Resource Manager (ARM).
9. Work in shifts, including weekends, to provide continuous support.

Requirements

We value competencies over experience. If you excel in:

• Customer Centricity, Proactiveness, Collaboration, Adaptability, Communication, Taking Ownership, and Continuous Learning

You should also have:

• Minimum of 5 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.
• 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.
• Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark.
• Background in UCaaS, Unified Communications, UC, and Contact Centers is a plus.
• Basic scripting and programming knowledge will make you stand out.