Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description We are seeking a Production Support Specialist/Site Reliability Engineer (SRE) with deep expertise in Amazon Connect (CCaaS). This is a production-focused role. You will ensure reliability, stability, and operational excellence for mission-critical contact center environments through proactive monitoring, live troubleshooting, and automation. Responsibilities: - Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis. - Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools. - Investigate issues across AWS services, networking, APIs, and integrations. - Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB. - Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams. - Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks. - Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation. - Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement. Qualifications - 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles. - Minimum 3 years of hands-on experience with Amazon Connect (CCaaS). - Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch. - Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana. - Solid understanding of SLIs, SLOs, and core reliability engineering practices. - Excellent communication abilities and strong documentation skills. Nice to have: - AWS certifications. - Experience with Docker/Kubernetes. - Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II). We offer: - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. *Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Additional Information All your information will be kept confidential according to EEO guidelines.

• Proactively charm current users and drive engagement by solving any problems that might arise and answering their product-related inquiries through email, chat, and phone. • Actively engage potential new users by selling the product in an inviting way, by highlighting current features of the product and enhancements soon to come. • Provide artists (whether a user or not) with advice on how to best achieve their professional goals by leveraging the company’s impressive amount of expertise. • Troubleshooting technical problems on the platform while working with the customers to identify and confirm the issue • Effectively communicate with the product team to fix the issue in a timely manner • Relate bug reports, feedback, and ideas from customers to stakeholders within the organization • Proactively communicate possible solutions to common customer problems • Display ownership of assigned projects outside of traditional Customer Support duties- we don’t just want you to be a worker drone, we want to get you involved in other areas of the business to further develop your career.

• Lead and coordinate store network deployment activities, Store remodels, Store refreshes, and technology upgrades • Guide store managers, technicians, and vendor partners through installation and validation activities • Monitor project milestones, proactively identify risks, and escalate concerns as needed • Ensure accurate documentation, validation, and formal completion sign-off for deployment activities • Gather and document business and technical requirements for store network initiatives • Translate business needs into clear deployment requirements for engineering and operations teams • Serve as a primary point of contact for business partners like network teams, store operations, vendors and field support • Provide regular status updates, dashboards, and executive-level summaries for leadership • Provide escalation support for store network incidents impacting POS, Store Wi-Fi, IoT devices, and critical retail applications • Act as a single point of coordination during high-impact store outages and regional incidents • Partner with Network Operations, Engineering, Service Desk, and vendors to drive incident resolution and root cause analysis • Support incident bridges and communications during major incidents • Identify recurring operational issues and feed insights back into deployment standards, designs, and processes • Support day-of-deployment activities, including coordination with vendors and store teams • Track and manage post-deployment issues through stabilization and handoff to support teams • Analyze deployment issues and trends to recommend process improvements and standardization • Ensure documentation is updated post-deployment (as-built diagrams, inventory, lessons learned) • Help define and improve deployment processes, change management, and readiness checklists • Support standardization of deployment workflows across regions and store formats • Assist with vendor coordination, SLAs, and performance tracking • Drive continuous improvement for deployment efficiency, quality, and store experience • Deliver clear, professional communication to store leadership, vendors, and internal stakeholders • Set expectations regarding timelines, deliverables, and next steps • Represent the team with professionalism when engaging with business leaders and project managers • Mentor junior analysts through active coaching and performance feedback • Foster a collaborative, customer-first team culture • Contribute to training programs, documentation updates, and knowledge-sharing initiatives

• As one of the early team members, build our support infrastructure and practices while handling customer cases: • Develop and maintain knowledge-base articles, runbooks, and support tooling that document common issues, best practices, deployment patterns, and performance tuning. • Contribute to metrics around support response-times, resolution times, customer satisfaction, and help build a scalable support organization as we grow. • Work proactively: identify recurring issues, escalate product bugs or UX gaps, propose improvements in the support process, and advocate for the customer in the roadmap. • Serve as one of the primary technical points of contact for our customers: troubleshoot issues, respond to escalations, and guide customers through full lifecycle support for large-scale deployments of LanceDB. • Work in close collaboration with our engineering and product teams to reproduce issues, debug root causes, propose remediation, and drive fixes or enhancements. • Dive deeply into distributed database internals: query execution, storage engine, indexing, sharding, replication, fail-over, and cloud orchestration (Kubernetes, serverless-style deployments). • Use and contribute to Rust codebases: reproduce customer environments, inspect logs, build diagnostic tools, run instrumentation, apply patches and configuration changes.