Support Engineer

As a Support Engineer in our Dutch operations team, you'll hold a pivotal role in ensuring our business runs smoothly. Your primary responsibility will be to provide exceptional support to our partner, by swiftly resolving any issues they raise.

You will be tasked with accurately assessing the priority and urgency of all issues, ensuring that updates and progress are aligned with our partner's expectations. Your expertise and decision-making skills will be crucial in delivering timely and effective solutions, thus maintaining the high standards of service our customers expect.

In this role, you will collaborate closely with your teammates to troubleshoot and resolve technical issues, provide guidance on product features and usage, and escalate more complex problems to the appropriate teams when necessary. Your contributions will be instrumental in enhancing our support processes and tools, helping us to deliver even better service to our partners.

Key activities include:

Customer support:

• Diagnosing problems.
• Identification and the recording of solutions and workarounds.
• Resolving issues within our control and working directly with partners to assist in resolving issues within their control.
• Manage and escalate operations issues and coordinate customer communication.

Working with other members of the Support and Engineering teams to ensure continuous improvement culture is maintained, including:

• Creation and management of bugs.
• Coaching/technical knowledge sharing.
• Creating and reviewing knowledge base articles.

In Capelle, you'll be joining a tight-knit team of five dedicated support engineers who genuinely love working together. We pride ourselves on our strong sense of camaraderie and our commitment to helping each other out. Whether it's tackling complex technical issues or celebrating each other's successes, we're always there to lend a hand and support one another.

Our team culture is built on collaboration, trust, and a healthy dose of fun. We eagerly look forward to our "vrijdagmiddag borrel" every Friday afternoon, where we unwind, play games, and banter about the past week. It's a cherished tradition that helps us strengthen our bonds and keep our work environment enjoyable and light-hearted.

Skills and experiences that will help you succeed:

• Profound understanding of providing exceptional user experiences in partner support.
• Proactive and innovative in seeking improvements and discovering new solutions.
• Unwavering attention to detail, especially given that our partners and their end-users rely on our services for business-critical voice calling.
• Outstanding verbal and written communication skills.
• Proficient in English.
• Expertise in VOIP protocols such as SIP, RTP, UDP, TCP, and TLS would be a bonus.

About DSTNY

At DSTNY, we are committed to empowering businesses with innovative and reliable communication solutions. As a leading provider of cloud-based telephony and unified communications services, we strive to deliver exceptional experiences for our customers across Europe. Our cutting-edge technology and dedicated support teams ensure seamless and efficient communication for businesses of all sizes.

We believe in fostering a culture of collaboration, creativity, and continuous improvement. Our diverse team of professionals brings together expertise from various fields, united by a shared passion for excellence and customer satisfaction. At DSTNY, we prioritize sustainability and social responsibility, aiming to make a positive impact on the world through our services and initiatives.