Associate Customer Support Engineer

About the role

Unifonic is looking for an Associate Customer Support Engineer to join its Client Services team in Amman. You will be the first point of contact for customers, providing 1st and 2nd line technical assistance and ensuring a smooth experience with our CPaaS platform.

Key responsibilities

• Respond to client inquiries via email, phone and remote connection, resolving technical issues within defined service levels.
• Execute day‑to‑day operations such as reporting, project performance monitoring and issue tracking.
• Deliver in‑depth product training and integration guidance to customers.
• Maintain availability of technical infrastructure, systems, products and services.
• Collaborate with cross‑functional teams to create a consistent client experience and identify opportunities for new features.
• Document best‑practice processes, maintain knowledge bases and operational manuals.
• Support ticket progression for fellow agents and follow up on escalations promptly.

Required profile

• Minimum 2 years of hands‑on experience in technical or customer support.
• Strong communication skills and a proactive, can‑do attitude.
• Ability to work in a fast‑paced, dynamic startup environment.

Required skills

What we offer

• Opportunity to shape the future of communications in a rapidly growing CPaaS startup.
• Collaborative and fun work environment with a focus on creativity.
• Access to professional development and cross‑team learning.