ANYWHERE365®

Application Support Engineer

ANYWHERE365®

full-time

Posted on:

Origin:  • 🇿🇦 South Africa

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Job Level

SeniorLead

Tech Stack

AzureCloudKubernetesSQLVoIP

About the role

  • Resolve complex issues escalated from L1 support and perform root cause analysis
  • Handle incident management and ensure adherence to SLAs
  • Update tickets with detailed logs, troubleshooting steps and resolutions
  • Replicate technical issues in support lab environment to validate solutions
  • Troubleshoot SSO, SIP flow and trunk problems on Session Border Controllers using SIP traces and PCAPs
  • Analyze log files from AnywhereNow components to identify root causes, trends or anomalies
  • Maintain the Knowledge Base by documenting known issues, solutions and best practices
  • Manage SQL Server databases and execute queries as required
  • Collaborate with development team to report and resolve software bugs
  • Monitor cloud infrastructure and Azure Resource Manager (ARM)
  • Act as liaison between AnywhereNow teams and manage escalations with customers and partners
  • Work in shifts and during weekends as required, supporting US time zones

Requirements

  • Minimum of 7 years of experience in software development companies
  • Strong expertise in REST, APIs and network protocols
  • Hands-on experience with Postman and Wireshark
  • Knowledge of web browser development tools and analyzing .har file captures (required)
  • Understanding of containerized software architectures and Kubernetes
  • Strong knowledge of VoIP systems and SIP protocol over TLS/TCP and UDP
  • Deep understanding of Microsoft Azure and PowerShell scripting
  • Proficient in log analysis and troubleshooting methodology
  • Skilled in troubleshooting, root cause analysis (RCA), SLAs, incident and knowledge management
  • Experience troubleshooting SSO, SIP flow, trunk problems on Session Border Controllers using SIP traces and PCAP files
  • Experience managing SQL Server databases and executing queries
  • Ability to replicate issues in a support lab environment
  • Basic scripting and programming knowledge (advantage)
  • Background in UCaaS, Unified Communications and Contact Centers (plus)
  • Willingness to work shifts including US working hours (EST) and weekends
  • Ability to come to Johannesburg office twice a week (hybrid requirement)
  • Customer-centricity, proactiveness, collaboration, adaptability, strong communication, ownership, continuous learning