Customer Support Engineer (CSE)
Core
Diagnose and resolve complex technical issues for CCaaS and telecommunications systems, ensuring high availability and customer satisfaction.
Role type
Senior Customer Support Engineer (Technical)
Builds
Production support for cloud-native contact center platforms (voice, SMS, SIP, routing, CRM integrations)
Domain
Telecommunications / Cloud Infrastructure / Customer Experience
Deliverable
Production ML models | product features | dashboards & analysis | client delivery
Required skills
Troubleshooting complex technical problems, interpreting logs and API responses, SQL, cloud observability tools, CCaaS/telephony systems knowledge, incident management, documentation creation
Preferred skills
Site reliability engineering, software engineering, public-cloud environments, carrier records analysis
Technologies
Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, SIP/VoIP, CRM integrations
Responsibilities
Own complex customer issues from intake through verified resolution, diagnose issues using logs and observability platforms, execute production configuration and change management requests, create actionable engineering escalations, participate in global on-call rotation, coordinate high-severity incidents, troubleshoot CCaaS and telecommunications systems, convert investigations into reusable playbooks
Seniority
Mid-Senior, hands-on IC
