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Salary: EUR 30,000 - 35,000 / annual
UJET is an AI-powered contact center platform company seeking an experienced Customer Support Engineer to join their hybrid team in Porto, Portugal.
You will own complex customer issues end-to-end, from intake through verified resolution. Your responsibilities include diagnosing issues using logs, cloud observability platforms, SQL, APIs, dashboards, and internal diagnostic tools; safely executing approved production configuration and change management requests; creating actionable escalations to Engineering and QA with clear reproduction steps and technical evidence; participating in a global on-call rotation as a first technical responder for critical customer-facing interruptions; coordinating high-severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers; troubleshooting CCaaS and telecommunications systems including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior; converting investigations into reusable playbooks and troubleshooting guides; and contributing to customer reports, root-cause analyses, and post-incident reviews.
The role requires strong technical troubleshooting skills, excellent written and verbal communication, and the ability to manage competing priorities under pressure. You will work with complex systems and be expected to improve documentation and processes continuously.
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 strongly preferred
- Strong written and verbal communication skills, including 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 on-call rotation
- Strong customer orientation, collaboration skills, curiosity, and habit of improving documentation and processes
- Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments strongly preferred
- Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms helpful
- Formal education in computer science not required; equivalent practical experience valued
