Customer Support Engineer, Tier 2 at UJET

📍 Job Overview

Job Title: Customer Support Engineer, Tier 2
Company: UJET
Location: Porto, Portugal
Job Type: On-site
Category: Customer Support & Success
Date Posted: July 29, 2025
Experience Level: 2-5 years

🚀 Role Summary

Key Responsibilities: Balance competing priorities, troubleshoot complex issues, and automate processes to improve customer support efficiency.
Key Skills: Technical problem-solving, customer service, communication, and collaboration.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to thrive in a dynamic customer support environment.

💻 Primary Responsibilities

Level 2 Support: Triage and investigate customer issues, communicate directly with customers, and manage escalations to other teams.
Tool Development: Develop tools, automation, and monitoring based on customer support trends to improve support processes.
Internal Tool Support: Maintain and enhance essential internal tooling used by Customer Support teams to solve customer problems.
Product Knowledge: Develop a strong understanding of UJET's products and services.
On-Call Rotations: Participate in regular on-call rotations to help troubleshoot and manage communication during emergencies.

📝 Enhancement Note: This role involves a high degree of multitasking, problem-solving, and customer interaction, requiring strong organizational skills and a customer-centric mindset.

🎓 Skills & Qualifications

Education: A degree in Computer Science or a related field is not required, but relevant experience is essential.

Experience: 2+ years of experience in technical support or software engineering preferred.

Required Skills:

Proven ability to manage multiple tasks and priorities in a ticket tracking system.
Strong customer service and collaboration skills.
Strong written and verbal communication skills, with the ability to adapt communication methods based on the situation.
Experience with ticket tracking systems and customer support software.
Familiarity with software development processes and tools.

Preferred Skills:

Experience with AI-powered contact center software or similar platforms.
Knowledge of CRM systems and customer success processes.
Familiarity with cloud-native architectures and mobile-first approaches.
Experience with on-call rotations and managing emergencies.

📝 Enhancement Note: While not explicitly stated, experience with AI-powered contact center software or similar platforms would be beneficial for this role, as UJET's platform is AI-driven.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Portfolio: Highlight your experience in customer support, including examples of complex issues resolved, customer feedback, and process improvements.
Tool Development Projects: Showcase any tools or automation you've developed to improve customer support processes, including the technologies used and the impact on customer satisfaction.

Technical Documentation:

Process Documentation: Include detailed documentation of customer support processes, including troubleshooting guides, escalation paths, and best practices.
Tool Development Documentation: Provide clear and concise documentation for any tools or automation you've developed, including setup instructions, usage guidelines, and API references (if applicable).

📝 Enhancement Note: While not explicitly stated, providing examples of process improvements and automation initiatives can demonstrate your value and commitment to driving customer support efficiency.

💵 Compensation & Benefits

Salary Range: €35,000 - €40,000 per year (Annual PT Hiring Range)

Benefits:

Competitive compensation and benefits package.
Work/life balance.
Stock options.
Engaging team events.

Working Hours: Full-time, with regular on-call rotations.

📝 Enhancement Note: The provided salary range is in Portuguese currency (EUR) and is based on the annual hiring range listed in the job description. This range may vary based on factors such as experience, education, and skill level.

🎯 Team & Company Context

🏢 Company Culture

Industry: AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach.

Company Size: Medium-sized, with a focus on innovation and customer success.

Founded: Not explicitly stated, but UJET is a leading AI-powered contact center solution provider.

Team Structure:

Customer Support Team: The Customer Support team is responsible for managing customer issues, providing support, and driving customer success.
Product & Engineering Teams: UJET's product and engineering teams work together to develop and maintain the AI-powered contact center platform, ensuring it meets the needs of customers and drives business growth.

Development Methodology:

Agile/Scrum: UJET uses Agile/Scrum methodologies to develop and maintain its AI-powered contact center platform, ensuring continuous improvement and customer satisfaction.
Customer-Centric Approach: UJET prioritizes customer feedback and uses it to drive product development and improvement.

Company Website: www.ujet.cx

📝 Enhancement Note: UJET's company culture is focused on innovation, customer success, and continuous improvement, with a strong emphasis on collaboration and teamwork.

📈 Career & Growth Analysis

Customer Support Career Level: This role is a Tier 2 Customer Support Engineer position, requiring a balance of technical problem-solving and customer service skills. This role may serve as a stepping stone to more senior customer support roles or transition into a technical support or engineering role within the company.

Reporting Structure: This role reports directly to the Customer Support Manager and works closely with the Product and Engineering teams to ensure customer issues are resolved efficiently and effectively.

Technical Impact: As a Tier 2 Customer Support Engineer, you will have a direct impact on customer satisfaction and the overall success of UJET's AI-powered contact center platform. By resolving complex customer issues and driving process improvements, you will help ensure that UJET's customers receive exceptional support and achieve their desired outcomes.

Growth Opportunities:

Senior Customer Support Roles: With experience and strong performance, you may have the opportunity to advance to senior customer support roles, such as a Team Lead or Manager position.
Technical Support & Engineering Roles: If you have a strong technical background and demonstrate a keen interest in UJET's AI-powered contact center platform, you may have the opportunity to transition into a technical support or engineering role within the company.

📝 Enhancement Note: UJET's focus on innovation and customer success provides ample opportunities for growth and career development within the company.

🌐 Work Environment

Office Type: UJET's office is a collaborative, customer-centric environment that fosters innovation and continuous improvement.

Office Location(s): Porto, Portugal

Workspace Context:

Collaborative Environment: UJET's office is designed to encourage collaboration and teamwork, with open workspaces and dedicated meeting areas.
Customer-Focused Culture: UJET's office reflects its customer-centric culture, with customer feedback and success stories prominently displayed.
On-Site Amenities: UJET's office offers on-site amenities, such as a fully stocked kitchen and relaxation areas, to support employee well-being and productivity.

Work Schedule: Full-time, with regular on-call rotations to provide 24/7 customer support.

📝 Enhancement Note: UJET's work environment is designed to support collaboration, customer focus, and employee well-being, fostering a productive and engaging workspace.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your technical problem-solving skills and customer support experience.
Behavioral Interview: A conversation-focused interview to assess your customer service skills, communication, and collaboration abilities.
Final Interview: A meeting with the hiring manager or a panel of UJET team members to discuss your fit for the role and answer any remaining questions.

Portfolio Review Tips:

Customer Support Portfolio: Highlight your experience in customer support, including examples of complex issues resolved, customer feedback, and process improvements.
Tool Development Projects: Showcase any tools or automation you've developed to improve customer support processes, including the technologies used and the impact on customer satisfaction.

Technical Challenge Preparation:

Customer Support Scenarios: Practice handling complex customer support scenarios, including troubleshooting, communication, and escalation processes.
Tool Development Exercises: Familiarize yourself with UJET's AI-powered contact center platform and explore opportunities to develop tools or automation to improve customer support processes.

ATS Keywords: Customer Support, Technical Support, Software Engineering, AI-powered Contact Center, CRM, Ticket Tracking, On-Call Rotations, Process Improvement, Tool Development, Customer Service, Collaboration, Communication

📝 Enhancement Note: UJET's interview process is designed to evaluate your technical problem-solving skills, customer service abilities, and cultural fit within the company. By preparing for the interview process and showcasing your relevant experience and skills, you can increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticket Tracking Systems: UJET uses ticket tracking systems to manage customer issues and ensure efficient resolution. Familiarity with popular ticket tracking systems, such as Zendesk, Jira Service Management, or Freshdesk, is beneficial.
Customer Relationship Management (CRM) Systems: UJET uses CRM systems to manage customer interactions and ensure consistent, high-quality support. Familiarity with popular CRM systems, such as Salesforce, HubSpot, or Zoho CRM, is beneficial.

AI-Powered Contact Center Platform:

UJET's AI-Powered Contact Center Platform: UJET's platform is built on a cloud-native architecture with a unique CRM-first approach, ensuring unmatched security, scalability, and prioritized data insights. Familiarity with AI-powered contact center software or similar platforms is beneficial.

📝 Enhancement Note: While not explicitly stated, experience with AI-powered contact center software or similar platforms would be beneficial for this role, as UJET's platform is AI-driven.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: UJET prioritizes customer feedback and uses it to drive product development and improvement.
Collaboration: UJET fosters a collaborative work environment, encouraging teamwork and cross-functional collaboration.
Continuous Improvement: UJET is committed to continuous improvement, driving innovation and customer success.
Accountability: UJET holds its team members accountable for their actions and encourages a culture of ownership and responsibility.

Collaboration Style:

Cross-Functional Collaboration: UJET encourages collaboration between different teams, including Customer Support, Product, and Engineering, to ensure customer issues are resolved efficiently and effectively.
Peer-to-Peer Learning: UJET fosters a culture of peer-to-peer learning, encouraging team members to share knowledge and expertise with one another.
Regular Check-ins: UJET conducts regular check-ins to ensure team members are on track to meet their goals and provide opportunities for feedback and growth.

📝 Enhancement Note: UJET's customer support team values customer-centricity, collaboration, continuous improvement, and accountability, fostering a culture of customer success and innovation.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: As a Tier 2 Customer Support Engineer, you will encounter complex customer issues that require creative problem-solving and a deep understanding of UJET's AI-powered contact center platform.
Process Improvement: Identifying and addressing inefficiencies in customer support processes to improve customer satisfaction and drive business growth.
Emergency Management: Managing communication and troubleshooting during emergencies, ensuring customer support is maintained and customer satisfaction is preserved.

Learning & Development Opportunities:

Product Training: UJET provides ongoing training and development opportunities to ensure team members are up-to-date with the latest features and functionalities of the AI-powered contact center platform.
Customer Success Certification: UJET offers customer success certification programs to help team members develop their skills and advance their careers within the company.
Conference Attendance: UJET encourages team members to attend industry conferences and events to stay informed about the latest trends and best practices in AI-powered contact center software and customer success.

📝 Enhancement Note: UJET's technical challenges and learning opportunities provide ample opportunities for growth and development within the company, fostering a culture of continuous improvement and innovation.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for hands-on scenarios that test your ability to troubleshoot complex customer issues and provide exceptional customer support.
Tool Development: Familiarize yourself with UJET's AI-powered contact center platform and explore opportunities to develop tools or automation to improve customer support processes.
Process Improvement: Prepare for questions that assess your ability to identify and address inefficiencies in customer support processes.

Company & Culture Questions:

Customer-Centricity: Prepare for questions that assess your understanding of UJET's customer-centric culture and your ability to prioritize customer satisfaction in your decision-making.
Collaboration: Prepare for questions that assess your ability to work effectively with cross-functional teams, including Product and Engineering, to ensure customer issues are resolved efficiently and effectively.
Continuous Improvement: Prepare for questions that assess your commitment to continuous improvement and your ability to drive innovation and customer success within the company.

Portfolio Presentation Strategy:

Customer Support Portfolio: Highlight your experience in customer support, including examples of complex issues resolved, customer feedback, and process improvements.
Tool Development Projects: Showcase any tools or automation you've developed to improve customer support processes, including the technologies used and the impact on customer satisfaction.

📝 Enhancement Note: UJET's interview process is designed to evaluate your technical problem-solving skills, customer service abilities, and cultural fit within the company. By preparing for the interview process and showcasing your relevant experience and skills, you can increase your chances of success.

📌 Application Steps

To apply for this Customer Support Engineer, Tier 2 position at UJET:

Submit Your Application: Click the "Apply" button on the job listing and follow the prompts to submit your application.
Customize Your Resume: Tailor your resume to highlight your relevant experience and skills in customer support, technical problem-solving, and tool development.
Prepare Your Portfolio: Curate your portfolio to showcase your experience in customer support, including examples of complex issues resolved, customer feedback, and process improvements. Include any tools or automation you've developed to improve customer support processes.
Research UJET: Familiarize yourself with UJET's AI-powered contact center platform, customer-centric culture, and commitment to continuous improvement. Prepare for your interview by understanding UJET's values and how you can contribute to the company's success.
Prepare for the Interview Process: Review the interview process outlined above and prepare for each stage, including technical assessments, behavioral interviews, and final interviews. Familiarize yourself with UJET's technology stack and customer support tools, and be ready to discuss your relevant experience and skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and UJET-specific information. All details should be verified directly with UJET before making application decisions.

Customer Support Engineer, Tier 2