Customer Support Engineer, CSE

UJET

. Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues across CCaaS and telecommunications systems, utilizing SQL and cloud observability tools. Capable of effective communication with customers and engineers, while managing high-severity incidents and contributing to continuous improvement efforts.

Highest-signal resume keywords

Technical Support ExperienceSQL ProficiencyCCaaS KnowledgeCloud Observability ToolsIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog InterpretationAPI Response AnalysisChange ManagementDefect Monitoring

Soft Skills

Strong Communication SkillsSound Judgment Under PressureAbility to Manage Competing Priorities

Tools & Technologies

ZendeskJiraGitHubGoogle CloudPostmanSigNozTwilioTelnyx

Certifications & Qualifications

SDPC Training Completion

Industry Keywords

CCaaSTelecommunicationsSIPVoIPCRM Integrations

Tech Stack

Tools & technologies

CloudSQLVoIP

About the role

Key responsibilities & impact

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
Execute approved production configuration and Change Management requests using documented validation and rollback procedures
Create Engineering and QA escalations with reproduction steps, technical evidence, customer impact, and expected behavior
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

Requirements

What you’ll need

Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred
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
Ability to explain technical findings to customers and communicate customer impact to engineers
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
Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments strongly preferred
Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms helpful
Formal education in computer science is not required; equivalent practical experience is valued
Must be legally authorized to work in the country in which the position is located, without current or future employer-sponsored visa sponsorship
Must complete SDPC training and fulfill role-specific SDPC responsibilities
Must comply with UJET legal, regulatory, policy, and standards requirements

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k) plan
Wellness benefits
Remote work arrangement
Impactful work shaping the future of customer experience
Collaborative, inclusive team culture
Equal employment opportunities
Reasonable accommodation during the application process, including an alternative to AI-assisted screening