Customer Support Engineer

Brief description of the vacancy

Support Engineer for customers in the USA (no calls, only messages)

Who we are & why we’re hiring:

Our company is a leading SaaS provider that enable businesses of all sizes to deliver exceptional customer experiences. Our innovative platform offers a full range of features and capabilities, including intelligent routing, IVR, call recording, analytics, and more.Location: Almaty, Kazakhstan

In this role, you’ll:

  • Provide expert level support for our clients on complex problem resolution
  • Troubleshoot SIP call flows, call quality, network problems and portal features, including peering providers and upstream SIP Carriers
  • Collaborate with other teams and escalate sophisticated problems where a course of action is not immediately obvious by maintaining full ownership of the issue, ensuring the customer is fully informed until the resolution
  • Handle customer support inquiries via ticketing system and email
  • Maintain and develop support knowledge base by documenting support processes, procedures, and templates

In this role, you’ll:

  • Develop a deep understanding of our product and various operational strategies to enhance client efficiency

  • Participate in training sessions and online presentations for clients, primarily in English

  • Provide customer support through messaging platforms, analyze reported issues, and direct them to the appropriate departments

  • Work at evening and night shifts


  • Basic knowledge of networks required!
  • Fresh graduates and 3-4 course students (preferably in Radio engineering, electronics and telecommunications, Infocommunication technologies and communication systems)
  • Strong written and verbal communication skills
  • English - B2/C1
  • Problem-solving abilities
  • Team collaboration
  • Ability to quickly grasp new concepts and technologies

What We Offer:

  • Competitive salary
  • After probation period: €4000/year for medical insurance
  • A nicely-located, new, spacious office
  • Top-notch work equipment
  • Free lunch and healthy snacks every day
  • Professional development
  • 2/2 shift (evening and night shifts only)

With us you'll enjoy the best of both worlds: start-up environment with established company resources. We are open to new ways of thinking, especially those that will contribute to our overall success. Opinions and ideas are always welcome, in fact, they are encouraged!