Customer Support Engineer

Role overview A customer support engineer is needed to serve as the first technical point of contact for business customers using AI-driven automation products. The role combines deep troubleshooting, cross-team collaboration, and on-call responsibility for high-priority issues. It suits a technically fluent communicator who can mentor peers and maintain excellent customer rapport in a fast-changing environment.

Responsibilities - Provide expert-level technical support and troubleshooting by phone, email, and web conferencing. - Assist with escalated cases through internal and external distribution lists. - Analyze and resolve issues across the product, operating systems, networks, and related third-party integrations. - Monitor ticket queues for SLA compliance, keeping cases updated and resolved on time. - Maintain strong customer rapport and timely communication while coordinating with Support, Sales, QA, and Development teams. - Serve as point of contact and on-call responder for high-priority, highly complex issues, and train or mentor less experienced engineers.

Requirements - High level of technical knowledge across the product and adjacent third-party tools. - Strong communication, negotiation, and active-listening skills with the ability to work in a fast-paced setting. - Capacity to understand client needs, meet deadlines, and operate under stress. - Team-oriented mindset with emotional balance, coordination, and organization. - Excellent time management, sense of initiative, and ability to manage ambiguity. - Rigorous, positive attitude with strong commitment to confidentiality, data integrity, and compliance.

Nice to have - Prior experience mentoring or training other engineers. - Familiarity with ticket queue management and SLA-driven reporting workflows. - Background in cross-functional collaboration between Support, QA, and Development.

Benefits and work setup - Remote work arrangement, with general access to internal tools and resources. Work schedule follows company internal rules, and performance is evaluated against KPIs and team service level agreements.