Customer Support Engineer

Who you are

• 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
• You think that balancing competing priorities makes the day more interesting
• 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?
• You like being on a team that trusts and values each other, while also holding each other accountable
• You find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others

What the job involves

• 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