• Act as a liaison between business/end users and IT systems development teams • Translate business requirements into technical artifacts • Write high-quality code that is clean, well-tested, and delivered on time • Debug, troubleshoot, and resolve issues across application and database layers • Mentor engineers in technical growth and career development • Partner with Product Owners during PI Planning and Sprint Planning

• Investigate complex technical issues across frontend, backend services, APIs, integrations, and database layers • Analyze logs and system behaviors to reproduce bugs and identify root causes • Translate technical findings (logs, stack traces, payloads) into clear, actionable engineering context • Escalate validated findings to Development with reproducible evidence and investigation clarity • Collaborate closely with Engineering and Product teams • Maintain strong learning agility across multiple evolving product environments • Communicate clearly and confidently with customers during active investigations • Contribute to Root Cause Analysis (RCA) initiatives and long-term issue prevention

Role Description We are looking for a Technical Customer Support Engineer (L1/L2) to support our customers by troubleshooting technical issues, resolving common problems, and investigating more complex product-related incidents. In this role, you will act as both Tier 1 and Tier 2 support , working directly with customers through our ticketing system (primarily Zendesk) while collaborating closely with engineering and platform teams to ensure timely issue resolution. What you’ll be responsible for? - Serve as the first point of contact for customer technical issues via email, phone, and web forms - Diagnose and resolve Tier 1 and Tier 2 support issues , including account access, configuration, connectivity, and product functionality problems - Guide customers through step-by-step troubleshooting using runbooks and knowledge base resources - Investigate more complex product issues and gather diagnostic information before escalation - Document issues clearly in the ticketing system, including reproduction steps, error messages, and troubleshooting history - Escalate unresolved or critical issues to engineering or SRE teams with full technical context - Maintain clear and professional communication with customers throughout the resolution process - Contribute to improving knowledge base articles and troubleshooting documentation Qualifications - 3+ years of experience in technical customer support, technical support engineering, or helpdesk roles - Hands-on experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow, or Jira Service Management - Familiarity with authentication and access management , including password resets, 2FA/MFA, and Single Sign-On (SSO) - Basic understanding of Identity and Access Management (IAM) concepts and tools such as Okta, Azure AD, Google Cloud Identity, or OneLogin - Experience supporting common collaboration tools such as Google Workspace and Slack - Upper-intermediate or higher English level Benefits - 20 fully paid business days of vacation - 15 fully paid sick leaves - 11+ fully paid public holidays - Compensation for health insurance and sport club membership - Ability to work from home or remotely

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.