Customer Support Engineer
New
U
UJETCCaaS, Cloud Communications
Remote, PhilippinesContractMiddle
Salary25,000 - 30,000 USD per year
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Job Details
- Experience
- Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
- Required Skills
- SQLGCPJiraZendeskGitHubPostmanCRM
Requirements
- Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering.
- Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems.
- Experience interpreting logs, API responses, network or protocol behavior, and structured data.
- Working knowledge of SQL and cloud observability tools.
- Strong written and verbal communication skills.
- Proven ability to manage competing priorities and maintain clear case documentation.
- 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.
- Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, or Telnyx.
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.
- Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, and virtual agents.
- Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge.
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