Customer Support Engineer (CSE)

Description

The company builds a cloud contact center platform that applies AI across customer journeys and agent operations, with a mobile-first design and support for multiple channels.

The platform is cloud-native and CRM-first, focused on security, scale and data insights, and it does not store personally identifiable information.

The role suits people who enjoy juggling competing priorities, digging into large unfamiliar codebases, and turning a repeated problem into a permanent fix, and who like building checklists and tutorials for complex processes.

This is an opening for an experienced Customer Support Engineer on a hybrid team in Porto, Portugal.

Responsibilities

• Take complex customer cases from first report to confirmed fix, covering impact, reproduction, investigation, mitigation, escalation and customer updates.
• Investigate issues using logs, cloud monitoring tools, SQL, APIs, dashboards, carrier records and internal diagnostic tools.
• Carry out approved production configuration and change requests, following documented validation and rollback steps.
• Write Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact and expected behavior, and track each defect until it is resolved.
• Join a global on-call rotation and act as the first technical responder for critical customer-facing outages.
• Lead high-severity incidents across customers, Engineering, SRE, Product, Customer Success and external telecom providers, finding mitigations and giving accurate, timely updates.
• Troubleshoot CCaaS and telephony systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents and CPaaS provider behavior.
• Turn investigations into reusable playbooks, troubleshooting guides and customer-specific operating notes.
• Help write customer reports, root-cause analyses and post-incident reviews, and drive improvements that raise support quality and scale.

Requirements

• You can troubleshoot complex problems across several systems and separate symptoms from root causes.
• You read logs, API responses, network or protocol behavior and structured data.
• You communicate clearly in writing and speech, explaining findings to customers and customer impact to engineers.
• You manage competing priorities, keep clear case records and take issues to closure in a ticket-tracking system.
• You stay level-headed under pressure and are willing to join an on-call rotation.
• You are customer-focused, collaborative and curious, and you update documentation and processes after solving a problem.
• Two or more years in technical support, site reliability, production operations, solutions engineering or software engineering is a preferred qualification.
• Working knowledge of SQL and cloud observability tools is strongly preferred.
• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations or public cloud is strongly preferred.
• Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx or similar platforms is helpful.
• A formal computer science education is not required; practical experience is valued.

Conditions

The role is hybrid and based in Porto, Portugal.

The Portugal pay range is EUR 30,000 to 35,000 per year.

Where you land in that range depends on your location, work experience, education and/or skill level.

All roles require compliance with legal, regulatory and company policies, and you must report suspected violations and complete security, data protection and compliance training along with role-specific duties.

The company is an equal opportunity employer.

AI helps screen applications against the listed qualifications, but people make all screening and interview decisions.

Benefits

• Medical, dental and vision coverage.
• A 401(k) plan.
• Wellness benefits and more.