Customer Support Engineer (CSE)

Summary

UJET is an AI-powered cloud contact center platform focused on improving customer experiences through automation, multimodality, and CRM-first solutions. The Customer Support Engineer will own complex customer issues, diagnose technical problems across contact center and telecommunications systems, coordinate critical incidents, and create documentation and process improvements.

Responsibilities

• Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication
• Diagnose issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools
• Safely execute approved production configuration and Change Management requests using documented validation and rollback procedures
• Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior, and actively monitor defects through resolution
• Participate in a global on-call rotation and serve as a first technical responder for critical customer-facing interruptions
• Coordinate high-severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers; identify mitigations and provide accurate, time-bound updates
• Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior
• Convert 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 continuous improvements to support quality and scalability

Skills

• * Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes
• * Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers
• * Proven ability to manage competing priorities, maintain clear case documentation, and drive issues to closure in a ticket-tracking system
• * Sound judgment under pressure and willingness to participate in an on-call rotation
• * Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem
• * Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful
• * Formal education in computer science is not required; equivalent practical experience is valued
• Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role
• * Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred
• * Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred
• * Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred

Qualifications

Must Haves

• * Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes
• * Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers
• * Proven ability to manage competing priorities, maintain clear case documentation, and drive issues to closure in a ticket-tracking system
• * Sound judgment under pressure and willingness to participate in an on-call rotation
• * Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem
• * Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful
• * Formal education in computer science is not required; equivalent practical experience is valued
• Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role

Nice to Haves

• * Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred
• * Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred
• * Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred

Benefits

• Medical
• Dental
• Vision
• 401(k) plan
• Wellness benefits
• Impactful work directly shaping the future of customer experience
• A collaborative, inclusive team culture that values big ideas, creative solutions, and powerful relationships