Voice Support Engineer

About the role

CM.com is looking for a Voice Support Engineer in Breda. You will be the technical point of contact for customers and operators worldwide who rely on the company's voice services. This is not a ticket-closing role: you own the quality of support by finding the patterns behind tickets and removing them at the source.

Key responsibilities

• Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on root cause.
• Identify recurring issues and repetitive manual work and turn them into improvements that reduce ticket volume and handling time.
• Fix problems yourself where possible, and work with the development team to design and implement solutions where you cannot.
• Document solutions, troubleshooting steps and known issues so customers can find answers themselves.
• Shape support processes, (AI) tooling and ways of working.
• Use AI tools actively to improve your own work, experiment, automate and share what works with the team.

Required profile

• Bachelor's or Master's degree (HBO/WO) in a technical field, or equivalent experience.
• An analytical mindset and the ability to find the root cause of issues.
• Ability to handle several complex support cases at once.
• Fluent written and spoken Dutch and English.
• Genuine curiosity about AI and willingness to experiment with new models and products.
• Only candidates holding a permanent work and residence permit for the Netherlands will be considered.

Required skills

• 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.

What we offer

• 3-day global onboarding in the Breda headquarters.
• Daily healthy lunches and snacks.
• Shuttle mobility card, commuting allowance and lease-a-bike options, plus company cars for client visits.
• Pension plan and 25 vacation days, plus the option to buy 10 extra days.
• Employee Share Purchase Program.
• Development support through the CM Academy, Udemy courses, meetups, the Young Professional Program and CMBA.
• Vitality program with stress prevention workshops, an ergonomist visit, bootcamps, yoga and a sports day.
• Team events such as weekly drinks, board game nights, karaoke, a yearly ski trip and more.