Technical Support Engineer

Stack

Responsibilities

• ▹Monitor system alerts, performance metrics, queue performance, call volumes and overall system health across infrastructure, applications and contact center platforms
• ▹Triage, prioritize and manage incoming incidents using defined severity and priority frameworks, ensuring timely escalation and resolution
• ▹Coordinate incident resolution across IT, automation, software, business teams and external vendors, including war rooms and high-priority incident bridges
• ▹Identify, investigate and escalate system anomalies, service degradation and outages to the appropriate teams and vendors
• ▹Maintain detailed incident documentation: timestamps, reporter details, station IDs, error messages, troubleshooting activities, corrective actions and resolution details
• ▹Prepare daily, weekly and monthly operational performance reports, incident summaries and documentation for audits and compliance
• ▹Act as a liaison between technical teams, business stakeholders and external vendors
• ▹Participate in daily standups, cross-functional meetings, post-incident reviews and root-cause discussions
• ▹Leverage AI tools, including Microsoft Copilot, to improve productivity, automate meeting and incident summaries and document symptoms, troubleshooting steps and corrective actions
• ▹Support ad-hoc operational inquiries and identify opportunities to automate repetitive tasks and develop productivity tools

Requirements

• ▹3+ years of experience with incident response, crisis management and vendor coordination
• ▹3+ years of experience in IT operations, network monitoring or command center environments
• ▹Familiarity with tools like ServiceNow, Splunk and Dynatrace
• ▹2+ years of experience with call center applications such as Genesys, AWS, CxOne
• ▹Ability to work in a fast-paced environment and multi-task across multiple communication paths
• ▹Familiarity with AI tools such as Microsoft Copilot, Azure or Google
• ▹Excellent communication and teamwork skills

Nice to have

• ▹Knowledge of Amazon Connect and NICE CX-One
• ▹Familiarity with AI tools such as Azure or Google
• ▹Basic knowledge of Python
• ▹Basic knowledge of the Pindrop application

Soft skills

What we offer

• ▹Competitive pay and benefits, including health insurance, language courses and a relocation program
• ▹Work From Anywhere culture, remote work
• ▹Professional development: certification programs, mentorship, internal mobility and internship opportunities
• ▹Impactful projects for top global clients
• ▹Welcoming multicultural environment with regular team-building events

About the company

Miratech is a global IT services and consulting company combining enterprise and start-up innovation. Founded in 1989, it operates in over 25 countries with nearly 1000 full-time professionals.