• Contribute to the IP of Uniguest and support the mission of the company and the tech support group (UCrew). • Provide technical support for customers by troubleshooting a variety of applications and product lines. • Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates. • Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage. • Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations. • Work with customers and their IT teams to resolve long-duration issues effectively. • Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier 1 team members. • Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases. • Ensure accurate and thorough documentation in the Uniguest case system. • Complete assigned projects, including account organization, documentation, and process improvements. • Escalate cases appropriately to higher Tier or Supervisor when necessary. • Exhibit positive work behaviors outlined in the Uniguest Employee Handbook. • Bring creative solutions and innovation to drive continuous improvement. • Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers. • Responsibilities may be adjusted as business needs evolve.

• Support day-to-day operations of Cerby’s automation platform, ensuring reliability and performance. • Analyze and debug failed automation executions using logs, browser tools, and internal dashboards. • Collaborate with engineering and support teams to troubleshoot automation issues and escalate where needed. • Monitor alerts and automation queues to resolve errors and delays proactively. • Review and adjust XPath, selectors, or flow parameters to adapt to app UI changes. • Contribute to automation testing and quality assurance cycles. • Document known issues, root causes, and solutions in a support knowledge base. • Monitor and respond to customer support tickets within agreed Service-Level Agreements (SLA). • Participate in customer calls to understand their issues better and provide solutions.

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 valuesdriven 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 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 Junior Technical Support Engineer to manage incident response, system monitoring, and operational support for contact center platforms. The ideal candidate will ensure system stability, quick issue resolution, and seamless coordination across technical and business teams. Responsibilities - Monitor system alerts, performance, and contact center platforms - Triage and manage incidents using defined priority frameworks - Coordinate with cross-functional teams for issue resolution - Track system health, queue performance, and call volumes - Escalate critical issues to internal teams and vendors - Participate in standups and war room calls for high-priority incidents - Maintain incident logs, reports, and compliance documentation - Communicate updates to stakeholders and ensure smooth coordination - Leverage AI tools (e.g., Copilot) for productivity and reporting - Support ad-hoc operational tasks and continuous improvements Qualifications - 3+ years of experience in incident management, crisis handling, and vendor coordination - 3+ years in IT operations / network monitoring / command center environments - Experience with tools like ServiceNow, Splunk, Dynatrace - 2+ years of experience with contact center platforms (e.g., Genesys Engage) - Ability to work in fast-paced, multi-tasking environments - Familiarity with AI tools such as Microsoft Copilot - Strong communication and teamwork skills Nice To Have - Knowledge of Amazon Connect and NICE CXone - Familiarity with AI tools on Azure or Google Cloud - Basic knowledge of Python - Exposure to Pindrop or similar voice security tools 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.

• Provide Tier 2 technical support for issues escalated from Tier 1 support teams. • Troubleshoot complex issues related to EHR/EMR platforms, integrations, and user workflows. • Investigate system errors, configuration problems, and data inconsistencies within healthcare systems. • Work closely with product, engineering, and implementation teams to resolve technical issues. • Document troubleshooting steps, solutions, and knowledge base updates. • Assist customers in understanding system functionality and resolving technical concerns.