Customer Support Engineer, CSE

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

📋 Description

• Take ownership of complex customer issues from the initial intake to verified resolution, which includes impact assessment, issue reproduction, technical investigation, mitigation, escalation, and customer communication.

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

• Implement approved production configuration and Change Management requests following documented validation and rollback processes.

• Prepare Engineering and QA escalations with detailed reproduction steps, technical evidence, customer impact, and expected behavior.

• Oversee defects until resolution is achieved.

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

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

• Identify mitigations and provide timely, accurate updates.

• Troubleshoot CCaaS and telecommunications systems, covering aspects such as 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 customer-specific operational knowledge.

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

⛳️ Requirements

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

• Capability to systematically troubleshoot intricate technical issues across multiple systems and differentiate between symptoms and root causes.

• Proficiency in interpreting logs, API responses, network or protocol behaviors, and structured data.

• Strongly preferred working knowledge of SQL and cloud observability tools.

• Excellent written and verbal communication skills.

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

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

• Sound judgment under pressure and readiness 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 like Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar tools is advantageous.

• Although formal education in computer science is not mandatory, equivalent practical experience is highly valued.

• Must be legally authorized to work in the country where the position is located, without current or future employer-sponsored visa sponsorship.

• Required to complete SDPC training and fulfill role-specific SDPC responsibilities.

• Must adhere to UJET legal, regulatory, policy, and standards requirements.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) plan

• Wellness benefits

• Remote work arrangement

• Meaningful work that influences the future of customer experience

• Collaborative and inclusive team culture

• Equal employment opportunities

• Reasonable accommodations during the application process, including alternatives to AI-assisted screening