Saas Technical Support Engineer

Please note:  We are seeking a candidate located in the Mountain Region of the USA who is willing to work in the West Coast time zone. Applicants based in Atlanta, Georgia, who are flexible to work in the Pacific Time Zone, will also be considered.

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.

Must have:

• Based in the Mountain Region States of the USA.

• 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

• Customer Centricity: ensure top service by understanding customer's needs.

• Proactiveness: anticipate potential challenges and take initiative in addressing them.

• Collaboration: work effectively, building strong, trustworthy relationships with others.

• Adaptability: embracing change and working effectively in uncertain situations.

• Communication: ensure efficient and professional communication throughout the organization.

• Taking ownership: Committing to tasks with responsibility and dedication to achieve desired outcomes.