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Customer Support Engineer (CSE)

UJETRemote, Philippines000006 - Support
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Salary
$25K - $30K USD
Job type
Full-time
Work mode
Remote
Posted
23 Sept 2026
Status
Open · checked 7d ago

About this role

The Customer Support Engineer position at UJET is a remote contractor opportunity based in the Manila, Philippines area, tailored for professionals skilled in technical troubleshooting and customer support. This role suits individuals who enjoy tackling complex technical problems and managing critical customer issues within a cloud-native environment.

Role Overview

The Customer Support Engineer owns complex customer issues from intake through verified resolution. Responsibilities include impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication. The professional in this role diagnoses issues utilizing logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools. Safe execution of approved production configuration and Change Management requests forms a vital part of the daily routine.

Key Responsibilities

Manage high-severity incidents across customers, Engineering, SRE, Product, Customer Success, and external telecom providers while identifying mitigations and providing timely updates.
Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior.
Participate in a global on-call rotation as a first technical responder for critical customer-facing interruptions.
Troubleshoot CCaaS and telecommunications systems, encompassing voice, SMS, SIP, routing, number provisioning, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior.
Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge.

Requirements

Preferred background includes two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering.
Demonstrated ability to methodically troubleshoot complex technical problems across multiple systems and separate symptoms from root causes.
Strong written and verbal communication skills, with the capability to explain technical findings to customers and communicate customer impact to engineers.
Sound judgment under pressure, strong customer orientation, and a willingness to join an on-call rotation.
Legal authorization to work in the Philippines without the need for current or future employer-sponsored visa sponsorship.

Nice to Have

Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments.
Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, or Telnyx.

Skills and Tools

SQL
Cloud observability tools and logs
APIs and structured data interpretation
Ticket-tracking systems

Salary and Benefits

Contractor hiring range of $25,000 to $30,000 annually in USD, with actual placement dependent on geographic location, work experience, education, and skill level.
Comprehensive benefits including medical, dental, vision, 401(k) plan, and wellness benefits.

About the Company

UJET leads contact center innovation by delivering a cloud platform that integrates AI, multimodality, and a mobile-first approach. Built with a CRM-first design, UJET prioritizes security, scalability, and data insights while ensuring compliance with legal and regulatory data protection standards.

How to Apply

To apply for this position, please visit the official UJET careers page on their website.

Skills and tech stack

SQL

Questions candidates ask

Is this position remote?

Yes, this role is a remote contractor opportunity based in the Manila, Philippines area.

What is the salary range for this contractor role?

The contractor hiring range is $25,000 to $30,000 annually in USD, depending on factors like location, experience, education, and skill level.

Are visa sponsorships available?

No, applicants must be legally authorized to work in the country where the position is located without current or future employer-sponsored visa sponsorship.

Is a computer science degree required?

Formal education in computer science is not required, as equivalent practical experience is valued.

Does this role require on-call duties?

Yes, participants take part in a global on-call rotation and serve as first technical responders for critical customer-facing interruptions.

Ready to apply?

The application is on the official UJET careers page.

Apply on company site