Voice Support Engineer

In this role you will be the global technical contact for customers relying on our voice services. You will own ticket quality by identifying root causes and removing recurring issues. You’ll shape support processes and tooling, using AI to improve outcomes. You collaborate with the dev team to implement solutions and empower customers with self-service documentation. This position offers a chance to influence how we support scale and complexity in a fast-paced, AI-driven environment.

• 3-day Global Onboarding
• healthy lunches
• Shuttle mobility card and Lease-a-bike options
• company cars for client visits
• pension plan
• 25 vacation days (+10)

• Resolve voice-related tickets globally with root-cause focus
• Identify recurring issues and reduce ticket volume and handling time
• Fix problems directly or collaborate with development to implement solutions
• Document troubleshooting steps, solutions, and known issues for self-service support
• Shape and improve support processes, tooling, and ways of working
• Actively use AI tools to enhance personal work and share learnings with the team

• Bachelor’s or Master’s degree in a technical field
• Hands-on, can-do mentality and problem-fixing drive
• Analytical mindset for root-cause analysis
• Ability to manage multiple complex support cases
• Knowledge of VoIP, SIP, RTP or computer networking (plus)
• Experience with support ticket processes, ideally Jira Service Management (plus)
• Clear written communication for documentation and customer replies
• Fluency in Dutch and English (written and spoken)
• Genuine curiosity about AI and experimentation with latest models

• clear written communication
• problem-solving
• analytical mindset
• VoIP systems
• SIP
• RTP