• Handle real-time chats, calls, and emails from Adobe business users. • Provide consultative support across the customer journey—from onboarding and installation to troubleshooting and post-sales care. • Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion. • Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs). • Maintain excellent knowledge of our products and services to understand customer's needs. • Respond to incoming requests for cancellation of services and persuade our customers to remain with us. • Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated. • Identify opportunities to turn dissatisfied customers into happy customers. • Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system. • Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT). • Troubleshoot customer queries related to billing, account management, installation, and product functionality. • Log, prioritize, and triage issues from phone, chat, email, and web channels. • Stay calm under pressure while managing customer sentiment and expectations. • Maintain professional communication and timely responses to all customer interactions.

Role Description The Amazon Connect Support Engineer is responsible for supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability. The role focuses on monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix. The ideal candidate brings strong experience in contact center operations along with hands-on expertise in AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch. Proficiency in scripting languages such as Python, Perl, or PowerShell is required to support automation and operational efficiency. Strong analytical and problem-solving skills are essential for success in this role. Responsibilities - Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence. - Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability. - Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities. - Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions. - Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform. - Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility. Qualifications - 4+ years of overall IT experience with strong exposure to CCaaS environments. - 4+ years of experience in contact center observability, monitoring, and troubleshooting of production systems. - 3+ years of hands-on experience with monitoring tools such as Splunk and Zabbix. - 2+ years of practical AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch. - 2+ years of experience in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency. - Undergraduate degree or equivalent practical experience. - Excellent communication and teamwork skills with the ability to collaborate across technical teams. Benefits - 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. 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 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Title: Sr. Technical Support Engineer (JTAC) Location: Tokyo, Japan Workplace: hybrid Category: Services Job Description: Services – Services / Fulltime / Hybrid Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme. Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them. Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team. Japan Technical Assistance Center (JTAC) Responsibilities: - Provide Support for partners and end customers via telephone, e-mail, and web - Ability to manage a high work volume with time bound constraints - Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations - Provide Tier 2/3 technical expertise in resolving service provider, data center, and wireless product issues - Ensures escalations and handoffs are efficient by documenting cases clearly and completely - Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution - Develop subject matter expertise and train/mentor others - Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem JTAC Requirements:  - Excellent troubleshooting skills - Business and conversational level English and Japanese ability - Strong communication skills in both English and Japanese - JLPT N1 or equivalent experience and ability - Self-motivated, energetic and positive approach to solving problems - Organization and time management skills - must be able to handle multiple issues in an organized manner - Strong troubleshooting skills of networking protocols such as OSPF, BGP, MPLS, etc. - OpenStack and/or Kubernetes experience are a plus - CCNA, CCNP, and/or CCIE certification are a plus Working Hours & Environment: - Monday through Friday, 9AM to 6PM - 60 Minutes for lunch takeable at any time - Remote-office hybrid, minimum 2 days a week in office. Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook. We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

• Serve as subject matter expert by demonstrating a high level of knowledge of customer policies and procedures to include case coverage for all case types, issue resolution, reporting requirements, and working knowledge of FWS • Answer field investigator, reviewer, and section lead case related questions and concerns via telephone and email • Understand the essential functions of field and review department positions • Reviews the front end of field investigations for compliance with national standards and customer requirements • Provides guidance to CACI field staff regarding responsibilities to the investigation along with issues raised during the conduct of an investigation • Assesses designated case types to communicate important case information to the field while cancelling unwarranted items and ensuring all necessary field work is scheduled or extended • Manage daily workload and task list, prioritizing based on customer, business needs, and team needs; participate in all mandatory meetings