Customer Support Engineer, CSE
Posted 22 days ago
You'll complete your application on UJET's career site.
About the Role
This European engineering and design firm focuses on creating smart e-mobility platforms through high-tech connectivity and industrial design. Their portfolio serves urban professionals and luxury buyers with electric scooters and high-performance accessories. The Customer Support Engineer position manages technical complexities within the ecosystem, serving as a primary point of contact between users and the engineering staff. You will collaborate with Product, SRE, and Customer Success departments to maintain the reliability and performance of high-tech solutions.
Requirements
- Minimum of two years of work experience within site reliability, technical support, software engineering, or production operations.
- Possess a systematic methodology for resolving intricate distributed system issues and identifying root causes rather than just symptoms.
- Proficiency in SQL, cloud observability platforms, and the analysis of API responses, logs, and network protocols.
- Excellent verbal and written communication abilities to translate technical findings into customer-facing insights.
- Practical experience equivalent to a computer science degree is acceptable.
- Familiarity with Jira, Zendesk, Google Cloud, and GitHub.
- Ability to exercise sound judgment while participating in on-call shifts.
- Legal authorization to work in your current country without requiring visa sponsorship.
Responsibilities
- Manage the full lifecycle of customer technical concerns, from initial report and assessment to final resolution and notification.
- Analyze system anomalies by utilizing cloud observability software, SQL, log files, and internal diagnostic instruments.
- Implement authorized production changes and configuration adjustments while adhering to rigorous validation standards.
- Draft comprehensive escalation reports for the QA and Engineering departments, including clear evidence and reproduction methods.
- Lead the resolution of critical incidents and investigate telecommunications and CCaaS infrastructure, such as VoIP, SIP, and routing.
- Transform investigative findings into scalable operational playbooks and troubleshooting documentation to improve support efficiency.
Benefits & Perks
- Comprehensive medical, vision, and dental insurance plans.
- Participation in a 401(k) retirement program.
- Wellness-related perks and professional development opportunities, including training like SDPC.
- Engagement in meaningful work within an inclusive, collaborative environment focused on advancing customer experience.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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