Remote Customer Support Engineer – AI‑Powered CCaaS

UJET; Philippines; Remote; PHP 1,565,000 - 1,879,000; Full time

Job summary

UJET is seeking an experienced Customer Support Engineer for a remote contractor role from Manila, Philippines. You will own complex customer issues from intake to verified resolution, diagnose using logs and APIs, and coordinate production changes with established processes.

You’ll join a team that values collaboration and accountability, participate in on-call rotations, and help create playbooks and incident reports to improve support quality and scalability.

Qualifications

• 2+ years in technical support, site reliability, production ops, or related fields.
• Ability to troubleshoot complex problems across multiple systems.
• Experience interpreting logs, APIs, network/protocol behavior, and structured data; SQL/Cloud tools helpful.
• Strong written and verbal communication; explain findings to customers and engineers.
• Proven ability to manage priorities, document cases, and drive issues to closure.
• Willingness to participate in an on-call rotation.
• Customer-focused, collaborative, and process-improvement mindset.
• Familiarity with CCaaS, contact-centre routing, SIP/VoIP, or cloud environments (helpful).
• Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx.

Responsibilities

• Own complex customer issues from intake through verified resolution.
• Diagnose issues using logs, APIs, dashboards, and diagnostic tools.
• Safely execute production changes using validated rollback procedures.
• Create playbooks and troubleshooting guides for repeatable problems.
• Participate in global on‑call rotation as a first technical responder.
• Coordinate high‑severity incidents across multiple teams with updates.
• Troubleshoot CCaaS and telecom systems (voice, SMS, SIP, routing, porting).
• Document lessons learned; contribute to post‑incident reviews.
• Help improve support processes to increase quality and scalability.

Skills

2+ years experience

Troubleshooting

SQL

APIs

CCaaS

Customer support

On-call rotation

Tools

Zendesk

Jira

GitHub

Google Cloud

Postman

SigNoz

Twilio

Telnyx

Job description

UJET is seeking an experienced Customer Support Engineer for a remote contractor role from Manila, Philippines. You will own complex customer issues from intake to verified resolution, diagnose using logs and APIs, and coordinate production changes with established processes.

You’ll join a team that values collaboration and accountability, participate in on-call rotations, and help create playbooks and incident reports to improve support quality and scalability.