Customer Support Engineer
Job Summary
Seeking an experienced Customer Support Engineer for a remote, full-time position who will own complex customer issues from intake through resolution, diagnose technical problems, and contribute to incident management and documentation efforts.
Key responsibilities
- Own complex customer issues, conducting technical investigations and ensuring effective communication throughout the resolution process
- Diagnose issues using logs, cloud observability platforms, and internal diagnostic tools while executing approved production configuration changes
- Coordinate high-severity incidents, collaborating with cross-functional teams to identify mitigations and provide timely updates to stakeholders
Required qualifications
- Two or more years of experience in technical support, site reliability, or software engineering
- Demonstrated ability to troubleshoot complex technical problems across multiple systems
- Experience with SQL, cloud observability tools, and interpreting logs and API responses
- Familiarity with CCaaS, SIP/VoIP, and telephony systems is strongly preferred
- Proven ability to manage competing priorities and maintain clear case documentation
Complete Job Description
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