Customer Support Engineer, CSE

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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UJET

WebsiteLinkedInAll Job Openings

51 - 200 employees

🚘 Automotive

🚗 Transport

🔧 Hardware

Automotive • Transport • Hardware

UJET is a European engineering and design company focused on pioneering smart and innovative e-mobility platforms. With a vision to become the leading partner for OEMs in urban mobility, UJET emphasizes advanced industrial design, engineering, and the use of advanced materials. The company has developed products like the UJET Founders Series and UJET One electric scooters, characterized by their lightweight design, high-tech connectivity, and unique electronic architecture. UJET also extends its innovation to complementary products such as carbon fiber helmets, nano-augmented tires, and shock absorbent gloves, redefining industry standards in e-mobility accessories. Located in Luxembourg, the company is committed to advancing e-mobility through cutting-edge materials and smart engineering solutions, targeting urban professionals and luxury consumers.

📋 Description

• Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, technical investigation, mitigation, escalation, and customer communication • Diagnose issues using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal diagnostic tools • Execute approved production configuration and Change Management requests using documented validation and rollback procedures • Create Engineering and QA escalations with reproduction steps, technical evidence, customer impact, and expected behavior • Monitor defects through resolution • 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 • Identify mitigations and provide accurate, time-bound updates • Troubleshoot CCaaS and telecommunications systems, including voice, SMS, SIP, routing, number provisioning and porting, BYOC, CRM integrations, virtual agents, and CPaaS-provider behavior • Convert investigations and resolved issues into reusable playbooks, troubleshooting guides, and customer-specific operational knowledge • Contribute to customer reports, root-cause analyses, post-incident reviews, and continuous improvements to support quality and scalability

🎯 Requirements

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred • Ability to methodically troubleshoot complex technical problems across multiple systems and distinguish symptoms from root causes • Experience interpreting logs, API responses, network or protocol behavior, and structured data • Working knowledge of SQL and cloud observability tools strongly preferred • Strong written and verbal communication skills • Ability to explain technical findings to customers and communicate customer impact to engineers • Ability to manage competing priorities, maintain clear case documentation, and drive issues to closure in a ticket-tracking system • Sound judgment under pressure and willingness to participate in an on-call rotation • Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments strongly preferred • Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms helpful • Formal education in computer science is not required; equivalent practical experience is valued • Must be legally authorized to work in the country in which the position is located, without current or future employer-sponsored visa sponsorship • Must complete SDPC training and fulfill role-specific SDPC responsibilities • Must comply with UJET legal, regulatory, policy, and standards requirements

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) plan • Wellness benefits • Remote work arrangement • Impactful work shaping the future of customer experience • Collaborative, inclusive team culture • Equal employment opportunities • Reasonable accommodation during the application process, including an alternative to AI-assisted screening