Customer Support Engineer (CSE)

About Us 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. Learn more at www.ujet.cx . The Opportunity 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…