Customer Support Engineer (Night Shift)

Role overview The Customer Support Engineer on the night shift serves as the first technical responder for client systems outside regular daytime hours. The role blends calm client communication with structured troubleshooting, reproduction of reported issues, runbook upkeep, and clean handoffs to the next operating window.

Responsibilities - Triage inbound support tickets by priority, collect missing context, reproduce reported issues, and document clear next steps for both clients and internal builders. - Maintain runbooks, known-issue notes, SLA evidence, handoff records, and closure summaries for recurring client workflows. - Coordinate with engineering, automation, analytics, and delivery teams without surfacing internal complexity to clients. - Perform simple configuration checks and escalate unresolved issues with thorough reproduction notes. - Provide steady status updates to clients during overnight investigations.

Requirements - Demonstrated support or operations experience with structured troubleshooting habits. - Clear, professional English writing for client-facing updates and internal notes. - Basic literacy with web applications and APIs, including reading logs and screenshots. - Comfort working night shifts and staying composed with non-technical users. - Reliable follow-through on handoffs and closure documentation.

Nice to have - Familiarity with runbook maintenance and SLA tracking. - Experience separating user error from genuine defects in production environments.

Benefits and work setup - Remote-first contract engagement with a structured application and timed assessment.