---
title: 'Customer Support Engineer (CSE) at UJET'
canonical: 'https://feeny.ai/job/customer-support-engineer-cse-ujet-porto-hxed7hajtv3g'
type: 'job'
last_seen: '2026-10-13'
---

# Customer Support Engineer (CSE) at UJET

- **Company:** UJET
- **Location:** Porto, Portugal
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-10-13
- **Apply:** https://job-boards.greenhouse.io/ujet/jobs/4736234005

## Job description

## About Us

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

Learn more at [www.ujet.cx](http://www.ujet.cx/).

The Opportunity

Do you think that balancing competing priorities makes the day more interesting? Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem? After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again? Do you like being on a team that trusts and values each other, while also holding each other accountable? Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?

We’re looking for an experienced and skilled Customer Support Engineer to join our hybrid team in Porto, Portugal.

## What you’ll do

- 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.
- Safely execute approved production configuration and Change Management requests using documented validation and rollback procedures.
- Create actionable Engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior, and actively 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.

## Qualifications

- Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
- Demonstrated 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 is strongly preferred.
- Strong written and verbal communication skills, including the ability to explain technical findings to customers and communicate customer impact to engineers.
- Proven 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.
- Strong customer orientation, collaboration skills, curiosity, and a habit of improving documentation and processes after solving a problem.
- Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is strongly preferred.
- Familiarity with tools such as Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar platforms is helpful.
- Formal education in computer science is not required; equivalent practical experience is valued.

Portugal Hiring Range: EUR 30,000 - 35,000 annually

*Actual placement within this range will depend on geographic location, work experience, education, and/or skill level. Why UJET?

- Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.
- Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.
- Comprehensive Benefits: Medical, dental, vision, 401(k) plan, wellness benefits, and more.

UJET is an Equal Opportunity Employer

UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

AI Use in Our Hiring Process

UJET uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams.

Reasonable Accommodation

If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact peopleteam@ujet.cx.

Work Authorization & Sponsorship

Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role.

## About UJET

## Company Overview
- **One-liner**: UJET is an AI-powered, cloud-native Contact Center as a Service (CCaaS) platform that unifies voice, digital, and self-service channels to deliver modern, secure customer experiences.
- **Entity Type**: Private (Series B; total funding of $176.6M across 4 rounds [LinkedIn](https://www.linkedin.com/company/ujetcx))
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2015
- **Founders**: Anand Janefalkar [careers page](https://click.ujet.co/careers)

## Core Business
- **Primary industry**: Cloud Contact Center Software (CCaaS), AI-powered Customer Experience (CX)
- **Target customers**: B2B – enterprises and mid-market organizations across North America, EMEA, and APAC
- **Mission / purpose**: “Redefining contact centers with an AI-powered, cloud-native platform designed for the future” – empowering agents and optimizing customer journeys while protecting data privacy [careers page](https://click.ujet.co/careers)

## Products & Services
- **UJET Platform (CCaaS + WFM)**: Unified contact center solution integrating voice, chat, mobile in-app support, and SMS – with AI-driven routing, unified agent desktop, real-time supervisor tools, and workforce management. CRM-first architecture that stores no PII [ujet.cx](https://ujet.cx/).
- **Spiral by UJET (Conversational Analytics)**: AI agent that analyzes 100% of conversations (voice, chat, email) to auto-generate taxonomies, surface root causes, detect emerging issues, and recommend agent best practices [ujet.cx](https://ujet.cx/).
- **AXO (Agentic Experience Orchestration)**: Persistent AI layer that integrates enterprise data and systems, providing next-best-action guidance, real-time coaching, and automated workflow execution [ujet.cx](https://ujet.cx/).
- **AI Virtual Agents & Agent Assist**: Generative AI virtual agents for self-service with context-preserving escalation; real-time agent assist with suggested responses and coaching [ujet.cx](https://ujet.cx/).
- **Integrations**: Native connectors to Salesforce, Zendesk, Microsoft Dynamics, and custom CRMs; partnership ecosystem for WEM, outbound dialing, quality management, and BI [ujet.cx](https://ujet.cx/).

## Market Standing
- **Valuation**: Not disclosed
- **Key Metrics**: Annual revenue reported as $4.1M on LinkedIn; total funding $176.6M (Series B led by Citi Ventures with returning investors Kleiner Perkins and DCM, plus later investment from Google Ventures) [LinkedIn](https://www.linkedin.com/company/ujetcx), [careers page](https://click.ujet.co/careers)
- **Notable Investors**: Citi Ventures, Kleiner Perkins, DCM, Google Ventures [careers page](https://click.ujet.co/careers)
- **Growth Signals**:
  - Headcount of 207 employees (+8% YoY) [LinkedIn](https://www.linkedin.com/company/ujetcx)
  - Scalable the largest single-tenant cloud instance to 28k users in three weeks [careers page](https://click.ujet.co/careers)
  - Expanded Google Cloud partnership to build AI-powered CCaaS on GCP with Vertex AI & CCAI [careers page](https://click.ujet.co/careers)
  - Acquired Spiral to become an AI-first company [careers page](https://click.ujet.co/careers)
  - Recognized as G2 Leader (Winter 2026), Best Usability (Fall 2025), and Users Love Us multiple years [careers page](https://click.ujet.co/careers)

## Competitive Advantages
- **CRM-first, PII-free architecture**: No PII stored, differentiating on security and compliance (SOC 2, HIPAA, PCI) – “Security built into our DNA” [ujet.cx](https://ujet.cx/).
- **100% conversation analysis** with autonomous taxonomy generation (vs. industry-standard 3-5% sampling) [ujet.cx](https://ujet.cx/).
- **Multi-modal, mobile-native support**: In-app voice, video, screen sharing, and biometric authentication – built for the smartphone era [ujet.cx](https://ujet.cx/).
- **Scalability & reliability**: Proven ability to deploy the world’s largest single-tenant cloud instance rapidly [careers page](https://click.ujet.co/careers).

## Strategic Focus
- **AI-first transformation**: Deep integration of generative AI (via Spiral acquisition and Google Cloud partnership) across all platform layers – virtual agents, agent assist, and analytics [careers page](https://click.ujet.co/careers).
- **Ecosystem expansion**: Partnerships with Avant, Intelisys, Telarus to reach mainstream contact center market; deep Google Cloud collaboration [careers page](https://click.ujet.co/careers).
- **Global growth**: Operations in 16 countries including Portugal, South Korea, Bangladesh, Ireland, Philippines, with offices in San Francisco, Austin, London, Seoul, and Porto [LinkedIn](https://www.linkedin.com/company/ujetcx), [Built In](https://builtin.com/company/ujetcx).

## Why Work Here
- **Culture**: “Ideas move fast, egos stay small” – collaborative, innovation-driven, and customer-focused environment [careers page](https://click.ujet.co/careers).
- **Remote-first**: Global remote-first team with optional in-person hub spaces in San Francisco, Austin, Los Angeles, London, Seoul, and Porto [careers page](https://click.ujet.co/careers), [Built In](https://builtin.com/company/ujetcx).
- **Compensation & benefits**: Competitive salary, equity, 401K, rich medical/dental/vision plans, 12 weeks paid parental leave, flexible discretionary time off, fertility benefits, mobile phone discount [careers page](https://click.ujet.co/careers), [Built In](https://builtin.com/company/ujetcx).
- **Engineering culture**: “Impact, Rewarded” – emphasis on building technology that strengthens customer-business connections; open roles include AI Software Engineer, Senior Manager Core Infrastructure, Senior Site Reliability Engineer [Greenhouse](http://job-boards.greenhouse.io/ujet).

## Sources
1. [ujet.cx](https://ujet.cx/)
2. [careers page](https://click.ujet.co/careers)
3. [Greenhouse jobs](http://job-boards.greenhouse.io/ujet)
4. [LinkedIn](https://www.linkedin.com/company/ujetcx)
5. [Built In](https://builtin.com/company/ujetcx)

## Other roles at UJET

- [Forward Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-ujet-canada-gjxnc4msyqqb) — Canada
- [Data Engineer](https://feeny.ai/job/data-engineer-ujet-united-states-sx1xpvcd6b5t) — United States
- [Customer Support Engineer (CSE)](https://feeny.ai/job/customer-support-engineer-cse-ujet-philippines-d2zt0q46ft7m) — Philippines
- [GTM Chief of Staff - Revenue Operations](https://feeny.ai/job/gtm-chief-of-staff-revenue-operations-ujet-united-states-typ2yfw0080j) — United States
- [Senior Site Reliability Engineer (SRE)](https://feeny.ai/job/senior-site-reliability-engineer-sre-ujet-seoul-8fhg3k83rc36) — Seoul, South Korea
- [Full Stack Engineer, AI Platform](https://feeny.ai/job/full-stack-engineer-ai-platform-ujet-united-states-zp8g22xxcs0f) — United States
- [General Application](https://feeny.ai/job/general-application-ujet-austin-eqfdtxr7m896) — Austin, TX / Los Angeles, CA / Porto, Portugal / Canada / United States / San Francisco, CA / Seoul, South Korea