Support Engineer

About the role

CXApp is looking for a Support Engineer to be the first point of contact for customers using our platform while also handling Level 1 DevOps tasks. You will work closely with Engineering, Product and Customer Experience teams to resolve issues quickly and help improve the overall user journey.

Key responsibilities

• Respond to customer tickets via email, chat or helpdesk, troubleshoot configuration and functional issues, and reproduce problems to identify bugs or user errors.
• Monitor system health using dashboards and alerts (Datadog, Grafana, CloudWatch), execute routine operational tasks, and perform first‑pass triage on infrastructure incidents.
• Escalate complex cases to Tier 2 or engineering with clear reproduction steps and maintain internal knowledge base articles.
• Assist with CI/CD pipeline checks, run deployment/rollback scripts, and keep runbooks up to date.

Required profile

• Natural problem‑solver who enjoys helping customers and learning new technologies.
• Strong communicator, active listener and collaborative teammate.
• Ability to manage high ticket volumes, own issues from start to resolution, and work in a customer‑first environment.

Required skills

• Experience with ticketing tools such as Zendesk, Jira Service Management, Slack and Teams.
• Familiarity with monitoring tools (Datadog, Grafana, CloudWatch, Kibana/Elastic, Statuspage).
• Basic knowledge of CI/CD platforms (GitHub Actions, GitLab CI, Jenkins) and container concepts (Docker, Kubernetes).
• Debugging tools: Browser DevTools, HAR capture, Postman.
• Optional certifications: AWS Cloud Practitioner, ITIL Foundation, CompTIA Linux+.

What we offer

• Opportunity to shape digital engagement solutions in an innovative, global team.
• Culture that values professional growth, creativity and work‑life balance.
• Diverse and inclusive environment with a focus on collaboration.