Customer Support Engineer (CSE) (CCaaS/Telecommunications)

Location: Remote from the Manila, Philippines area

Salary: $25,000–$30,000 annually USD for the contractor opportunity.

Company

hirify.global develops an AI-powered, cloud-native contact-center platform focused on multimodal customer experiences, automation, CRM integration, security, and scalable operations.

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 diagnostic tools.
• Execute approved production configuration and change-management requests using validation and rollback procedures.
• Create technical Engineering and QA escalations, monitor defects, and contribute to root-cause analyses and post-incident reviews.
• Participate in a global on-call rotation and coordinate high-severity incidents with Engineering, SRE, Product, Customer Success, and telecom providers.
• Build reusable playbooks, troubleshooting guides, customer reports, and operational knowledge for CCaaS and telecommunications systems.

Requirements

• Two or more years of experience in technical support, site reliability, production operations, solutions engineering, or software engineering preferred.
• 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 strongly preferred.
• Strong written and verbal communication, case documentation, prioritization, and issue-ownership skills.
• Willingness to participate in an on-call rotation and make sound decisions under pressure.
• Must be legally authorized to work in the Philippines without current or future employer-sponsored visa sponsorship.

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 platforms.
• Formal computer science education or equivalent practical experience.

Culture & Benefits

• Collaborative and inclusive environment focused on creative solutions and strong working relationships.
• Medical, dental, and vision benefits.
• 401(k) plan and wellness benefits.
• Compliance with security, data protection, and role-specific regulatory requirements.