Customer Support Engineer

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Hiring Remotely in Manila, Metro Manila, National Capital Region
Remote
Software
Human interaction has evolved (your contact center should, too).
The Role

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.

Opportunity

We’re looking for an experienced and skilled Customer Support Engineer to join our team in Manila, in a hybrid work setup.

Responsibilities

  • Support for customer issues: triaging and investigating bug reports, communicating directly with customers, and managing escalations to other teams
  • Developing tools, automation, and monitoring based on observations of customer support trends
  • Supporting essential internal tooling used by our Customer Support teams to solve customer problems, and looking for more opportunities to empower our Customer Success teams
  • Developing a strong understanding of our products and services
  • Regular on-call rotations, where you will help troubleshoot and manage communication during emergencies


Requirements

  • At least two years of experience in technical support or software engineering preferred
  • Proven ability to manage multiple tasks and priorities in a ticket tracking system
  • Strong customer service and collaboration skills
  • Strong written and verbal communication skills, and knowledge of when to utilize one over the other
  • Formal education in computer science not required
  • Prefer to have telecommunications/ call center experience

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

UJET DEI Statement

At UJET, everyone is welcome and supported in their development at all stages in their career journey with us. Fostering a diverse and inclusive culture is at the core of everything we do. It is embedded in our values to always: Be Human, Accountable, Respectful, Transparent and Speak up. We actively celebrate the unique attributes of our colleagues and work to create an environment of inclusion and belonging for them.

Fair Chance Employer

We value diverse experiences and we are committed to considering individuals with criminal records and providing a fair chance at employment.  

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.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!

The Company
HQ: San Francisco, CA
163 Employees
Hybrid Workplace
Year Founded: 2015

What We Do

UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Learn more at ujet.cx

Why Work With Us

Through its drive for innovation and passion for accelerating digital transformation, UJET is a leading provider of cloud contact center software. UJET helps support organizations of all sizes and industries break down silos, reshape business models, and realize their true potential.

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