Customer Support Engineer, CSE

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

📋 Description

• Take ownership of complex customer issues from the initial intake to verified resolution, which includes assessing impact, reproducing issues, conducting technical investigations, implementing mitigation strategies, escalating as necessary, and communicating with customers.

• Diagnose problems by utilizing logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools.

• Carry out approved production configuration and Change Management requests by following documented validation and rollback procedures.

• Generate Engineering and QA escalations that include reproduction steps, technical evidence, customer impact, expected behavior, and track defects until they are resolved.

• Engage in a global on-call rotation and act as the first technical responder for critical customer-facing disruptions.

• Manage high-severity incidents involving customers, Engineering, SRE, Product, Customer Success, and external telecom providers.

• Troubleshoot CCaaS and telecommunications systems, covering voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior.

• Transform investigations and resolved issues into reusable playbooks, troubleshooting guides, and operational knowledge tailored to customers.

• Contribute to customer reports, root-cause analyses, post-incident reviews, and ongoing enhancements to support quality and scalability.

⛳️ Requirements

• A minimum of two years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering is preferred.

• The capability to methodically troubleshoot complex technical issues across various systems and differentiate between symptoms and root causes.

• Experience in interpreting logs, API responses, network or protocol behavior, and structured data.

• A working knowledge of SQL and cloud observability tools is highly preferred.

• Excellent written and verbal communication skills are essential.

• Ability to articulate technical findings to customers and convey customer impact to engineers.

• Proficiency in managing competing priorities, ensuring clear case documentation, and driving issues to resolution in a ticket-tracking system.

• Sound judgment in high-pressure situations and a willingness to participate in an on-call rotation.

• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred.

• Familiarity with platforms such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar is beneficial.

• Formal education in computer science is not mandatory; equivalent practical experience is highly valued.

• Must have legal authorization to work in the country where this position is located, without any current or future employer-sponsored visa sponsorship.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) plan

• Wellness benefits

• Engaging work that shapes the future of customer experience

• A collaborative and inclusive team culture

• SDPC training