AI-Driven Customer Support Engineer

Ujet Inc.; Porto; Híbrido; EUR 30 000 - 35 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Resumo da oferta

UJET in Porto, Portugal, is seeking an experienced Customer Support Engineer to join our hybrid team. You’ll own complex customer issues end-to-end, diagnose using logs, SQL, APIs, and observability tools, and coordinate with Engineering and Support to resolve them.

We value methodical problem solving, clear communication, and on-call readiness. This role offers growth in a cloud-native CCaaS platform with a security-first approach and global impact.

Qualificações

• Two or more years in technical support, SRE, production ops, or related fields.
• Ability to troubleshoot complex problems across multiple systems and differentiate symptoms from root causes.
• Experience interpreting logs, API responses, network behavior, and data; familiarity with SQL and cloud monitoring tools.
• Strong written and verbal communication; ability to explain findings to customers and coordinate with engineers.
• Capable of managing competing priorities and documenting cases clearly, with on-call readiness.

Responsabilidades

• Own complex customer issues from intake through verified resolution and communication.
• Diagnose issues using logs, SQL, APIs, dashboards, and observability tools.
• Execute approved production changes with validated rollback procedures.
• Create actionable escalations with steps, evidence, and customer impact; monitor defects to resolution.
• Participate in global on-call rotation as a first technical responder.
• Coordinate high-severity incidents among teams and external providers; provide updates.
• Troubleshoot CCaaS, voice, SMS, SIP/VoIP, routing, porting, CRM integrations, and CPaaS behavior.
• Convert investigations into reusable playbooks and guides; contribute to knowledge base.
• Contribute to customer reports and post-incident reviews for continuous improvements.

Conhecimentos

Troubleshooting

Log analysis

SQL

Cloud observability

Customer communication

Ferramentas

Zendesk

Jira

GitHub

Google Cloud

Postman

SigNoz

Twilio

Telnyx

Descrição da oferta de emprego

UJET in Porto, Portugal, is seeking an experienced Customer Support Engineer to join our hybrid team. You’ll own complex customer issues end-to-end, diagnose using logs, SQL, APIs, and observability tools, and coordinate with Engineering and Support to resolve them.

We value methodical problem solving, clear communication, and on-call readiness. This role offers growth in a cloud-native CCaaS platform with a security-first approach and global impact.