Customer Engineer, Voice

This is a fully remote position, open to applicants in Jordan.

📋 Description

• Act as the main technical contact for enterprise clients.

• Quickly address customer inquiries through Slack or video calls and manage their resolution from start to finish.

• Oversee technical onboarding, setup, configuration, and integrations with tools such as Zendesk, Intercom, HubSpot, and others.

• Identify and resolve intricate issues within live customer environments.

• Implement fixes, enhance integrations, and develop minor features in the Node.js/TypeScript codebase.

• Work closely with Product Engineering by providing customer insights, escalating systemic issues, and assisting in development prioritization.

• Build expertise in AI agents and prompt engineering to guide customers on optimizing their support operations.

• Record recurring issues, solutions, and integration patterns to enhance internal knowledge and customer resources.

⛳️ Requirements

• Experience with telephony or voice systems (SIP, WebRTC, or similar) is highly advantageous.

• 2-3+ years of substantial software engineering experience.

• Proficient in Node.js and TypeScript, including the ability to write and deploy production-quality code.

• Practical experience with AI agents and prompt engineering.

• Prior experience in customer-facing technical roles, such as onboarding or troubleshooting integrations in a SaaS environment.

• Familiarity with, or a quick learning capability of, helpdesk APIs like Zendesk, Intercom, and HubSpot.

• Exceptional English communication skills, including clear writing and confident speaking during video calls with enterprise stakeholders.

• Ability to function effectively in a rapidly evolving startup environment.

• Willingness to engage with customers across US, EU, MENA, and GCC time zones.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Flexible work hours and remote work opportunities.

• Professional development and training opportunities.

• Collaborative and innovative work environment.