Customer Support Engineer (CSE)

1 hour, 33 minutes ago
Full-time
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 communication.
  • Diagnose issues using logs, observability platforms, SQL, APIs, dashboards, carrier records, and diagnostic tools.
  • Execute approved production configuration and change-management requests using validation and rollback procedures.
  • Create and monitor detailed Engineering and QA escalations through resolution.
  • Participate in a global on-call rotation and respond to critical customer-facing interruptions.
  • Coordinate high-severity incidents with Engineering, SRE, Product, Customer Success, and telecom providers.
  • Troubleshoot voice, SMS, SIP, routing, number provisioning, porting, BYOC, CRM integrations, virtual agents, and CPaaS systems.
  • Develop playbooks, troubleshooting guides, customer knowledge, root-cause analyses, and post-incident reports.
  • Improve support quality, documentation, processes, and operational scalability.

Requirements

  • 2+ years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
  • Demonstrated ability to troubleshoot complex, multi-system technical problems 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 technical findings and customer impact.
  • 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.
  • Equivalent practical experience is accepted; formal computer science education is not required. Applicants must be authorized to work without current or future visa sponsorship.

Benefits

  • US hiring range of $80,000–$100,000 annually.
  • Remote position based in the United States.
  • Medical, dental, and vision insurance.
  • 401(k) plan.
  • Wellness benefits and additional benefits.

Interested in this position?

Apply directly on the company website

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