Customer Support Engineer

Workplace type: remote but high preference to Dallas for team builders and meetings

Type: direct Hire- full time

Pay: 100k+/yearly salary (w2 candidates only for direct hire)

IV process: 3 rounds- looking to hire immediately

+full time role with benefits, pto, sick leave and more (directly from the client)

• Must come from a SaaS company
• Experience leading implementation and onboarding (for customers)
• Experience with customer-facing implementation or onboarding roles (Not just support — must have owned or led implementations- NOT TIER SUPPORT
  )
• Strong problem-solving and technical troubleshooting skills in customer environments
• Experience working with API integrations (NOT building, but implementing/troubleshooting)
• Experience with telephony, voice, or contact center platforms-Examples:
  VoIP, speech/audio systems, telecom integrations
• Experience with software that integrates into financial services or banking environments (plus)

• Experience owning the customer journey post-sale Leading implementation and onboarding
• Working directly with customers (security, compliance, etc.)

We are seeking an experienced Customer Support Engineer for a highly technical, customer-facing role focused on onboarding, implementation, and post-launch support for enterprise customers. This position plays a critical role in ensuring successful customer deployments and ongoing technical support.

The Customer Support Engineer will serve as the primary technical liaison during customer onboarding
, working closely with Customer Success, Delivery, Training, and Engineering teams. This role is responsible for guiding customers through implementation, ensuring smooth system setup, and providing ongoing support after go-live.

• Partnering with client stakeholders during onboarding and implementation
• Supporting software implementation
  , tenant setup, and key creation
• Conducting performance testing and validating system readiness
  
  Providing post-implementation support and troubleshooting
• Ensuring customers are fully operational and successful after launch

Once customers are live, the role transitions into a reactive support function
, where responsibilities include resolving technical issues, delivering updates, and minimizing escalations through strong technical expertise and relationship management.

• Work with API integrations and execute SQL queries to support implementation and troubleshooting
• Analyze historical data and identify root causes of technical issues
• Gather and document technical requirements
• Collaborate with Engineering to improve system usability and implementation processes
• Develop implementation guides and support documentation

Note:

This is not a software development role. The position focuses on integrating and troubleshooting systems rather than building APIs or writing production-level code.

• Strong familiarity with:
  • API integrations
  • AWS
  • Python (working knowledge)
  • Jira
• Ability to:
  • Troubleshoot complex technical issues
  • Ask effective technical questions
  • Translate technical details into actionable solutions for customers

A strong focus of this role is supporting telephony and speech/audio technologies
. Ideal candidates will have experience with:

• Contact center or voice platforms such as:
  • Nuance
  • Cisco
  • Avaya
• Familiarity with audio codecs:
  • G711
  • G729
  • Opus

Candidates should be comfortable troubleshooting issues related to speech, audio, and telephony connectivity
.

• The organization emphasizes fast, efficient implementation
  , aiming to launch customers in days rather than weeks or months
• This role is critical in ensuring successful delivery and customer satisfaction from a technical standpoint
• The company primarily works with community-focused financial institutions
• The team is growing, and this role offers the opportunity to contribute to a fast-paced, collaborative environment
• Preferred location:
  Dallas–Fort Worth (DFW) area
  , though candidates elsewhere in Texas may be considered
• Team participates in monthly in-person gatherings for collaboration and team building