Customer Support Engineer (CSE)

1 hour, 11 minutes ago
Contract
Junior
Customer and Technical Support
UJET

UJET

UJET is redefining customer experience through its advanced cloud contact center platform, which integrates AI-powered solutions to enhance support across voice and digital channels while offering features like intelligent workforce management and virt...

Professional Services
251-1K
Founded 2015
$101M raised

Description

  • Own complex customer issues from intake through verified resolution, including investigation, mitigation, escalation, and customer communication.
  • Diagnose issues using logs, observability platforms, SQL, APIs, dashboards, carrier records, and internal tools.
  • Execute approved production configuration and change-management requests using validation and rollback procedures.
  • Create and monitor Engineering and QA escalations with clear reproduction steps, technical evidence, and customer impact.
  • Participate in a global on-call rotation as a first technical responder for critical customer interruptions.
  • Coordinate high-severity incidents with Engineering, SRE, Product, Customer Success, and telecom providers.
  • Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, provisioning, porting, BYOC, CRM integrations, virtual agents, and CPaaS providers.
  • Create playbooks, troubleshooting guides, customer knowledge, root-cause analyses, and post-incident reports.
  • Improve support quality, documentation, and operational scalability.

Requirements

  • 2+ years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
  • Ability to methodically troubleshoot complex issues across multiple systems and identify root causes.
  • Experience interpreting logs, API responses, network or protocol behavior, and structured data.
  • Working knowledge of SQL and cloud observability tools strongly preferred.
  • Strong written and verbal communication skills for explaining findings to customers and engineers.
  • Ability to manage competing priorities, document cases clearly, and drive issues to closure in a ticketing system.
  • Sound judgment under pressure and willingness to participate in an on-call rotation.
  • Experience with CCaaS, contact-center routing, SIP/VoIP, telecom carriers, CRM integrations, or public-cloud environments strongly preferred.
  • Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar tools is helpful.
  • Formal computer science education is not required; equivalent practical experience is valued.

Benefits

  • Annual contractor hiring range of $25,000–$30,000 USD.
  • Remote work from the Manila, Philippines area.
  • Medical, dental, and vision benefits.
  • 401(k) plan and wellness benefits.
  • Collaborative and inclusive team culture.
  • Opportunity to work on AI-powered customer-experience technology.

Interested in this position?

Apply directly on the company website

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