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# Voice Support Engineer

- **Company:** CM.com N.V.
- **Location:** Breda, Netherlands
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, JIRA, Computer Networks, Issue Tracking Systems, Internet Protocol Telephony
- **Published:** October 23, 2026
- **Apply:** https://www.nationalevacaturebank.nl/vacature/520e4a1a-fd0d-4fe9-b4e8-4cb8c4845639/voice-support-engineer

## About the Role

+ A Bachelor's or Master's degree (HBO/WO) in a technical field, or equivalent experience
 + A hands-on, can-do mentality and the drive to fix problems rather than work around them
 + An analytical mindset, with the ability to find the root cause behind issues
 + The ability to juggle multiple complex support cases at once
 + 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, so your documentation and customer replies are easy to follow
 + Fluency in Dutch and English, both written and spoken
 + Genuinely curious about AI: You're actively experimenting with the newest models / products to supercharge yourself at work.

## Description

As a Voice Support Engineer, you'll be the technical point of contact for customers and operators around the world who rely on our voice services. This isn't a ticket-closing role: you'll own the quality of our support by finding the patterns behind the tickets and removing them at the source. With our support ever evolving, you'll have a real say in how we do support in the future.
You will

 + Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.
 + Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.
 + Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can't.
 + Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don't solve the same problem twice.
 + Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.
 + Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.
Who you are, Believe you'd be a great fit for this role, even if you don't tick every box? Reach out to our Recruitment team! We'd be happy to connect and see if we can make it work together.
What we offer
As a CM.com club member, you'll have the following benefits:

 + Onboarding : Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.
 + Healthy food: Daily healthy lunches and snacks to keep you energized.
 + Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.
 + Invest in your future : A solid pension plan.
 + Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.
 + Own your success: Become a shareholder with our Employee Share Purchase Program.
 + Your Development : We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you're always learning and evolving
 + Vitality : Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.
 + Together atCM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.
Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.
Before you apply
We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.
Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.
Our Hiring Process
It's just clean and simple!
Initial call
Meet the recruitment team and learn more about CM.com & the position and tell about your experience & motivation