Customer Support Engineer (CSE)

Location: Remote, US. Applicants must be legally authorized to work in the United States without current or future employer-sponsored visa sponsorship.

Salary: $80,000–$100,000 annually, depending on geographic location, experience, education, and skill level.

Company

hirify.global develops an AI-powered, cloud-native contact-center platform with CRM-first architecture, multimodality, and mobile-focused customer experience solutions.

What you will do

• Own complex customer issues from intake through verified resolution, including reproduction, investigation, mitigation, escalation, and customer communication.
• Diagnose problems using logs, cloud observability platforms, SQL, APIs, dashboards, carrier records, and internal tools.
• Execute approved production configuration and change-management requests with validation and rollback procedures.
• Create and monitor engineering and QA escalations with clear reproduction steps, technical evidence, customer impact, and expected behavior.
• Participate in a global on-call rotation and coordinate high-severity incidents with Engineering, SRE, Product, Customer Success, and telecom providers.
• Develop troubleshooting guides, playbooks, customer reports, root-cause analyses, and post-incident improvements.

Requirements

• At least two years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering is preferred.
• Ability to troubleshoot complex problems across multiple systems, distinguish symptoms from root causes, and interpret 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, customer orientation, documentation skills, and ability to manage competing priorities.
• Willingness to participate in an on-call rotation and make sound decisions under pressure.
• US work authorization is required; visa sponsorship is not available.

Nice to have

• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments.
• Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar tools.
• Formal computer science education or equivalent practical experience.

Culture & Benefits

• Remote work in a collaborative and inclusive environment.
• Participation in impactful AI and customer-experience platform development.
• Medical, dental, and vision insurance.
• 401(k) plan and wellness benefits.
• Equal employment opportunity and reasonable accommodation support.