AI-Powered Customer Support Engineer (Hybrid - Porto)

Ujet; Porto; Hybride; EUR 30 000 - 35 000; Plein temps

Avantages offerts par ce poste

Medical

Dental

Vision

401(k) plan

Wellness benefits

Résumé du poste

UJET in Porto, Portugal, is seeking a Customer Support Engineer to own complex customer issues from intake through verified resolution, diagnosing problems using logs, APIs, and cloud observability tools.

The role involves on‑call rotation, coordinating incidents across Engineering, SRE, Product, and telecom providers, and creating reusable playbooks and guides to improve support quality and scale.

Qualifications

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
• Experience interpreting logs, API responses, network or protocol behavior, and structured data; working knowledge of SQL and cloud observability tools is strongly preferred.
• Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers.

Responsabilités

• 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.
• Coordinate high‑severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers; identify mitigations and provide accurate, time‑bound updates.

Connaissances

Troubleshooting

SQL

APIs

Observability

Customer support

Outils

Zendesk

Jira

GitHub

Google Cloud

Postman

SigNoz

Twilio

Telnyx

Description du poste

UJET in Porto, Portugal, is seeking a Customer Support Engineer to own complex customer issues from intake through verified resolution, diagnosing problems using logs, APIs, and cloud observability tools.

The role involves on‑call rotation, coordinating incidents across Engineering, SRE, Product, and telecom providers, and creating reusable playbooks and guides to improve support quality and scale.