Customer Support Engineer, CSE

• 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
• Execute approved production configuration and Change Management requests using documented validation and rollback procedures
• Create Engineering and QA escalations with reproduction steps, technical evidence, customer impact, and expected behavior, and 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
• 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

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred
• 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 strongly preferred
• Strong written and verbal communication skills
• Ability to explain technical findings to customers and communicate customer impact to engineers
• 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
• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments strongly preferred
• Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms helpful
• Formal education in computer science is not required; equivalent practical experience is valued
• Must be legally authorized to work in the country in which this position is located, without current or future employer-sponsored visa sponsorship

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Wellness benefits
• Impactful work shaping the future of customer experience
• Collaborative, inclusive team culture
• SDPC training