We’re seeking a skilled and proactive Customer Support Engineer to join our mission of revolutionizing conversational AI through the OneReach.ai GSX platform. This is a unique opportunity to work with a cutting-edge low-code/no-code platform, support a global customer base, and collaborate with world-class engineers and product teams. The ideal candidate is a self-motivated technical generalist who thrives in fast-paced environments, works effectively under minimal supervision, and enjoys problem-solving, continuous learning, and working directly with customers to ensure their success.
Key Responsibilities * Serve as the first line of support, handling incoming tickets in our support system. Troubleshoot and diagnose technical issues, including by analyzing system logs, API responses, and developer/technical documentation; resolve directly when possible or escalate to the appropriate team when needed. * Maintain ownership of customer issues throughout the support lifecycle, ensuring timely updates and resolution. * Communicate clearly and effectively with customers to provide updates, gather information, and deliver solutions. * Collaborate with engineering, QA, sales, and product teams to resolve complex issues and improve customer experience. * Create and maintain clear technical documentation, internal guides, and knowledge base articles. * Become an expert in the OneReach.ai GSX platform, using it to create and troubleshoot customer configurations. * Support internal projects and customer solutions involving agentic workflows and AI-based automation, including building intelligent flows, data enrichment agents, and natural language interfaces using the OneReach.ai GSX platform. * Coordinate with dev, sales, and finance departments on customer needs and cross-functional initiatives.
Required Qualifications * 2+ years of relevant experience in software/application support or a similar technical support role. * Strong analytical mindset and attention to detail — able to identify patterns, isolate root causes, and ensure high accuracy in problem-solving. * Familiarity with troubleshooting browser-based applications. * Basic web development knowledge: HTML, CSS, JavaScript, and browser developer tools. * Basic programming ability (or readiness to quickly learn): Node.js, SQL, PostgreSQL, Cypher queries, GraphQL, etc. * Experience working with REST APIs and tools like Postman, including interpreting OpenAPI/Swagger documentation. * Strong communication skills in English (preferably C1 or at least Upper-Intermediate B2), both written and verbal. * Ability to prioritize, multitask, and adapt to shifting priorities in a dynamic environment. * Familiarity with ticketing systems (e.g., Zendesk, Jira, or similar). * A customer-first mindset with a high level of empathy, accountability, and ownership of support issues.
Nice to Have * Experience with SaaS, software/application support, or product engineering environments. * Understanding of the software development lifecycle and Agile practices. * Exposure to cloud platforms such as AWS, Azure, or Google Cloud. * Familiarity with conversational AI, chatbot development, and prompt engineering. * Basic knowledge of Vue.js and component-based frontend architecture. * Basic knowledge of VoIP and SIP protocols. * Experience with conversational design or AI workflow orchestration.
Benefits: * Join an award-winning and innovative product company * Work with smart, passionate teammates who genuinely love what they do * Get hands-on exposure to cutting-edge topics in UX, AI, and technology * Flexible remote work environment * 24 paid days off per year
Why OneReach.ai? At OneReach.ai, we’re building a better way for humans and machines to work together. Our platform enables teams to create AI-powered communication and automation solutions with minimal code, and you’ll play a key role in supporting those experiences. If you’re passionate about technology, customer success, and continuous learning, we want to hear from you.
