Customer Support Engineer (CSE) New Porto, Portugal

Ujet Inc.; Porto; On-site; EUR 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Troubleshooting

Log analysis

SQL

Cloud observability

Customer communication

Tools

Zendesk

Jira

GitHub

Google Cloud

Postman

SigNoz

Twilio

Telnyx

Job description

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

Do you think that balancing competing priorities makes the day more interesting? Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem? After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again? Do you like being on a team that trusts and values each other, while also holding each other accountable? Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?

We’re looking for an experienced and skilled Customer Support Engineer to join our hybrid team in Porto, Portugal.

What you’ll do

• 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; 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.

Qualifications

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
• Demonstrated 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 is strongly preferred.
• Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers.
• Proven 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.
• Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem.
• Experience with CCaaS, contact‑center routing, SIP/VoIP, telephony carriers, CRM integrations, or public‑cloud environments is strongly preferred.
• Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful.
• Formal education in computer science is not required; equivalent practical experience is valued.

Portugal Hiring Range: EUR 30,000 - 35,000 annually

*Actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

Why UJET?

• Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.
• Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.

UJET is an Equal Opportunity Employer

UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role‑specific SDPC responsibilities.

AI Use in Our Hiring Process

UJET uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams.

Reasonable Accommodation

If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact [e-mail].

Work Authorization & Sponsorship

Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role.