Customer Support Engineer (Tier 1) Offline

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.

• Working time - 11-20 / 12-21 (Kyiv timezone)

   

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

Hiring steps:

1. CV review by Tech Manager
2. HR call
3. Tech interview

4. Cultural interview (optional)

5. Test task

6. Job Offer

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.