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Helping Visionaries Change the World
Technical Support Engineer
Location
India
Posted
101 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Engineer
Miratech
• Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors. • Track queue performance, call volumes, and overall system health using dashboards and analytics tools. • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews. • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation. • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents. • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.
Job Requirements
- 3+ years of experience in incident response, crisis management, and vendor coordination.
- 3+ years of experience in IT operations, network monitoring, or command center environments.
- Familiarity with tools such as ServiceNow, Splunk, and Dynatrace.
- 2+ years of experience with Genesys Engage or cloud-based call center applications.
- Ability to work in a fast-paced environment and manage multiple communication channels simultaneously.
- Familiarity with AI tools such as Microsoft Copilot.
- Excellent communication and teamwork skills.
- Nice to Have: Knowledge of Amazon Connect and NICE CXone, familiarity with Azure or Google AI tools, and basic understanding of Python and Pindrop applications.
Benefits
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
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