Customer Support Engineer (CCaaS)

Location: Hybrid in Porto, Portugal. Applicants must be legally authorized to work in Portugal without current or future employer-sponsored visa sponsorship.

Salary: €30,000–€35,000 annually

Company

hirify.global develops an AI-powered, cloud-native contact center platform with multimodal customer experience, CRM integrations, and automation capabilities.

What you will do

• Own complex customer issues from intake through verified resolution, including impact assessment, reproduction, investigation, mitigation, escalation, and communication.
• Diagnose customer-facing 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, 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

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering.
• Methodical troubleshooting skills across multiple systems, including the ability to 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 preferred.
• Strong written and verbal communication, case documentation, prioritization, and issue-ownership skills.
• Willingness to participate in an on-call rotation and exercise sound judgment under pressure.
• Experience with CCaaS, contact-center routing, SIP/VoIP, telephony carriers, CRM integrations, or public-cloud environments is preferred.

Nice to have

• Familiarity with Zendesk, Jira, GitHub, Google Cloud, Postman, SigNoz, Twilio, Telnyx, or similar tools.
• Formal computer science education is not required; equivalent practical experience is valued.

Culture & Benefits

• Collaborative and inclusive environment focused on creative solutions and customer impact.
• Medical, dental, and vision benefits.
• 401(k) plan and wellness benefits.
• Work on AI-driven contact center technology and customer experience innovation.