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Customer Support Engineer (CSE)

UJETPorto, Portugal000006 - Support
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Salary
€30K - €35K EUR
Job type
Full-time
Posted
23 Sept 2026
Status
Open · checked 7d ago

About this role

UJET is seeking a Customer Support Engineer to join its hybrid team in Porto, Portugal, to oversee complex technical issues from intake to resolution. This role suits a professional with a strong technical background who enjoys investigating challenging problems and improving operational processes.

Role Overview

The Customer Support Engineer owns complex customer issues from intake through verified resolution. Responsibilities include impact assessment, technical investigation, mitigation, escalation, and direct customer communication. The professional in this role diagnoses technical problems using cloud observability platforms, logs, SQL, APIs, dashboards, carrier records, and internal diagnostic tools.

Key Responsibilities

Execute approved production configuration and Change Management requests using documented validation and rollback procedures.
Create actionable Engineering and QA escalations with clear reproduction steps and technical evidence.
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.
Troubleshoot contact center-as-a-service (CCaaS) and telecommunications systems, including voice, SMS, SIP, routing, and CRM integrations.
Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge.
Contribute to root-cause analyses, post-incident reviews, and continuous improvements to support quality and scalability.

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 distinguish symptoms from root causes.
Strong written and verbal communication skills to explain technical findings to customers and technical impact to engineers.
Proven ability to manage competing priorities, maintain clear case documentation, and drive issues to closure.
Sound judgment under pressure and willingness to participate in an on-call rotation.
Legal authorization to work in Portugal without the need for current or future employer-sponsored visa sponsorship.

Nice to Have

Working knowledge of SQL and cloud observability tools.
Experience interpreting logs, API responses, network or protocol behavior, and structured data.
Familiarity with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments.
Experience with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, or Telnyx.

Skills and Tools

SQL
APIs and cloud observability platforms
Log interpretation and structured data analysis
Ticket-tracking systems such as Zendesk or Jira
CCaaS and telecommunications troubleshooting

Salary and Benefits

Portugal Hiring Range: EUR 30,000 to EUR 35,000 annually, with actual placement depending on geographic location, work experience, education, and skill level.
Medical, dental, vision, 401(k) plan, and wellness benefits.

About the Company

UJET provides a cloud-native, AI-powered contact center platform designed to redefine customer experience with cutting-edge artificial intelligence, true multimodality, and a mobile-first approach. The company focuses on driving automation and efficiency while maintaining unmatched security, scalability, and prioritized data insights.

How to Apply

To apply for this position, please visit the official UJET careers page and submit your application online.

Skills and tech stack

SQL

Questions candidates ask

What is the location of the Customer Support Engineer role?

The position is based as a hybrid role in Porto, Portugal.

What is the salary range for this position in Portugal?

The hiring range for this role in Portugal is EUR 30,000 to EUR 35,000 annually.

Is visa sponsorship available for this job?

No, applicants must be legally authorized to work in Portugal without the need for current or future employer-sponsored visa sponsorship.

What kind of experience is preferred for this role?

Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering is preferred.

Does this position require participation in an on-call rotation?

Yes, candidates are required to participate in a global on-call rotation and serve as a first technical responder for critical interruptions.

Ready to apply?

The application is on the official UJET careers page.

Apply on company site