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Salary: USD 80,000 - 100,000 / annual
UJET is an AI-powered contact center platform company seeking an experienced Customer Support Engineer to join their technical support team. This is a fully remote, US-based role.
You will own complex customer issues end-to-end, from intake through verified resolution. Your responsibilities include:
- Diagnosing and troubleshooting issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools
- Safely executing approved production configuration changes and Change Management requests with documented validation and rollback procedures
- Creating actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact assessment, and expected behavior
- Participating in a global on-call rotation and serving 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 and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge
- Contributing to customer reports, root-cause analyses, post-incident reviews, and continuous improvements
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 a collaborative team that values documentation, process improvement, and accountability.
REQUIREMENTS:
- 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
