• Análisis, diseño, estimación y construcción de soluciones técnicas sobre Genesys Cloud CX. • Monitorización de plataformas, identificación y análisis de incidencias complejas. • Comunicación y coordinación en la resolución de problemas, colaborando en la detección de causa raíz. • Propuestas de mejora relacionadas con capacidad y dimensionamiento de la solución. • Desarrollo de automatismos y creación de scripts para optimización operativa. • Trabajo colaborativo con otros equipos técnicos para la mejora continua del servicio. • Participación en la identificación de nuevas funcionalidades que optimicen la atención global del Contact Center.

Role Description A growing software organization focused on modern data-driven solutions is building out a customer support function and is looking to add a Technical Support Engineer with mid-to-senior level experience. This role sits at the intersection of customer success, engineering, and product, handling everything from early-stage technical discussions to post-deployment support. You’ll be part of a lean team where ownership is real—not theoretical. The expectation is that you can step into customer environments, troubleshoot issues end-to-end, and drive resolution without heavy oversight. What You’ll Be Doing - Take full ownership of support requests from intake through resolution, including triage, root cause analysis, and escalation when necessary. - Investigate issues using logs, system behavior, and internal documentation to determine whether problems stem from configuration, infrastructure, or product defects. - Install, upgrade, and validate software deployments across a variety of customer environments. - Guide customers through setup and troubleshooting in restricted or security-conscious environments (on-prem, hybrid, or cloud). - Maintain and improve internal knowledge resources to reduce repeat issues and speed up resolution times. - Communicate clearly with customers throughout the lifecycle of an issue, including status updates and resolution summaries. - Coordinate with engineering and product teams on complex issues, providing detailed reproduction steps and business impact. - Track ongoing work and ensure visibility across active issues and escalations. Qualifications - 3–6 years of experience in technical support, systems engineering, or a similar hands-on role. - Background supporting software deployments, configurations, or integrations in customer-facing environments. - Working knowledge of SQL and database connectivity concepts. - Familiarity with containerization, cloud platforms, or hybrid/on-prem infrastructure setups. - Experience using ticketing or work tracking systems (any major platform is fine). - Solid understanding of networking basics (VPNs, firewalls, ports, connectivity troubleshooting). - Strong problem-solving ability—able to isolate issues before escalating. - Clear, structured communication skills, especially when dealing with technical customers. - Ability to operate independently in a fast-moving, less structured environment. Requirements - Nice to Have (Not Required): - Exposure to industrial systems, data historians, or real-time data platforms. - Understanding of environments where IT and operational systems intersect. - Experience supporting enterprise-level B2B software products. - Scripting experience (PowerShell, Bash, or JavaScript) for troubleshooting or automation. - Familiarity with evaluating new technologies (including AI tools) with a practical, ROI-driven mindset. - Experience working in smaller teams or startup-like environments. Education - Bachelor’s degree in a technical field (Computer Science, Engineering, etc.) or equivalent hands-on experience. Why This Role Stands Out This isn’t a ticket-closing help desk job. It’s closer to a hybrid of support engineer, deployment specialist, and problem solver. If someone can’t handle ambiguity or prefers strictly defined processes, they’ll struggle here. But for someone who likes digging into real systems, working directly with customers, and having a visible impact, this is a strong opportunity.

- Act as an L2/L3 escalation engineer for complex Windows and server related incidents - Provide second level IT support to customers via phone, email, chat, and remote access, with a strong focus on cloud and infrastructure services - Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and related services - Utilize out of band management tools such as iLO and DRAC for server diagnostics, recovery, firmware updates, and hardware troubleshooting - Collaborate with Network teams and demonstrate working knowledge of Cisco and Barracuda networking/security devices for cross domain troubleshooting - Support and maintain enterprise backup and recovery solutions, including Veeam and cloud based backup platforms - Perform backup validation, restore testing, and disaster recovery activities to meet operational and audit requirements - Manage endpoint and device administration using Microsoft Intune, including MDM/MAM policies, device compliance, application deployment, and remote support - Support remote access and virtualization platforms, including Remote Desktop Services (RDS) and Azure Virtual Desktop (AVD) - Maintain working knowledge of on premises hardware and storage systems, including servers, NAS/storage platforms, and related troubleshooting - Participate in and support IT infrastructure and cloud projects, including server upgrades, migrations, and platform enhancements - Create and maintain server build documents, technical documentation, runbooks, and SOPs - Administer and support Active Directory and Microsoft Entra ID (Azure AD), including user/group management, identities, access controls, and hybrid identity integrations. - Conduct patching, upgrades, performance tuning, and lifecycle management for Windows and server platforms - Provide operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and core tenant administration. - Support and maintain Azure Virtual Desktop (AVD) environments, including host pools, session hosts, user access, and performance troubleshooting. - Participate in major incident bridges (P1/P2) and lead or contribute to root cause analysis (RCA) - Execute server related changes in accordance with established change management processes - Mentor junior engineers and promote knowledge sharing and documentation standards within the team - Ensure effective ticket management, with adherence to defined KPIs and SLAs

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties. • Resolves customer problems via telephone, email, chat or remote access. • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans. • Escalates cases to management when customer satisfaction comes into question. • Participates in functional groups to identify and drive resolution for escalated cases. • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Create knowledge base content and systems to capture new learning for reuse throughout the company and user base. • Lead technical communications within the team to share best practices and knowledge. • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service. • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Exceeds customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information and document bugs with Engineering for product issues that are impacting customers. • Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers. • Subject Matter Expert on one key product feature.