Customer Support Engineer (CSE)

About Us UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET’s AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world. Learn more at www.ujet.cx. The Opportunity Do you think that balancing competing priorities makes the day more interesting? Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem? After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again? Do you like being on a team that trusts and values each other, while also holding each other accountable? Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others? We’re looking for an experienced and skilled Customer Support Engineer to join our team. This role is a US based remote position. What you’ll do 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. Qualifications Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred. Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes. Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred. 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. Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred. 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. US Hiring Range: $80,000 - $100,000 annually *Actual placement within this range will depend on geographic location, work experience, education, and/or skill level. Why UJET? Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience. Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships. Comprehensive Benefits: Medical, dental, vision, 401(k) plan, wellness benefits, and more. UJET is an Equal Opportunity Employer UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Compliance Responsibilities Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities. AI Use in Our Hiring Process UJET uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams. Reasonable Accommodation If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact [email protected]. Work Authorization & Sponsorship 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.