• Serve as the escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes. • Investigate and troubleshoot issues in .NET (C#) and/or Node.js applications by reviewing logs, tracing application behavior, and reproducing defects in lower environments when possible. • Create and manage detailed JIRA tickets — including reproduction steps, logs, technical findings, and recommended fixes — to accelerate Development team resolution. • Write scripts and tooling (C#, JavaScript, PowerShell, SQL, or similar) to automate repetitive troubleshooting and reduce time-to-resolution. • Identify recurring issue patterns and help drive permanent, code-based solutions such as bug fixes, data correction scripts, API improvements, or internal tools. • Build and maintain internal support automation, diagnostic tools, and workflow improvements that empower the broader team to self-serve. • Proactively communicate status updates, timelines, workarounds, and resolutions to end users and stakeholders throughout the support process. • Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for technical, executable, and code-backed documentation. • May perform other additional duties and responsibilities as assigned.

Role Description We are looking for an experienced Junior Technical Support Engineer to lead the response and coordination of major production incidents across enterprise environments. The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact. - Lead and coordinate major incident war rooms from initiation through service restoration. - Assess incident severity, business impact, affected services, and prioritize recovery efforts. - Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. - Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. - Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. - Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. - Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. - Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. - Participate in a 24x7 on-call and rotational support model for major incident management. Qualifications - 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles. - Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position. - Strong experience managing enterprise production incidents and driving service restoration. - Experience using ServiceNow or similar enterprise incident management and ticketing platforms. - Familiarity with enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or similar technologies. - Excellent verbal, written, stakeholder management, and executive communication skills. - Strong analytical, troubleshooting, and decision-making abilities. - Willingness to work rotational shifts in a 24x7x365 command center environment. - Demonstrated experience using AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms for operational productivity. Requirements - Experience working within enterprise contact center or cloud operations environments. - Understanding of ITIL Incident Management and Problem Management processes. - Experience with Service Reliability Engineering (SRE) or enterprise operational command centers. - Knowledge of cloud platforms and enterprise production support best practices. 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 professional development opportunities, certification programs, mentorship, internal mobility, and internship opportunities. - Global Impact: Collaborate on impactful projects for leading global clients. - Welcoming Multicultural Environment: Thrive in an inclusive workplace with open communication and regular team-building activities. - Social Sustainability Values: Join an organization committed to IT education, community empowerment, environmental sustainability, fair operating practices, and gender equality.

• Efficiently manage and prioritize incoming support tickets. • Troubleshoot and resolve technical issues related to company products and services. • Provide accurate and timely responses to customer inquiries. • Escalate complex issues to the appropriate internal teams when necessary. • Deliver immediate assistance for emergency situations. • Handle inbound customer calls and provide clear, concise explanations of technical concepts. • Foster strong customer relationships through effective communication and problem-solving. • Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions. • Follow up to ensure all customer issues are fully resolved and satisfaction is achieved. • Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions. • Stay informed about product updates, features, and best practices. • Participate in regular training sessions to maintain expertise in company products and services. • Accurately document issues and resolutions using Salesforce or other CRM tools.

• Shape the evolution of internal panels and tools used daily by our global business units; • Analyze current tools and systems to identify friction points, bottlenecks, and areas for improvement; • Translate internal business needs into clear specifications and coordinate their implementation with technical development teams; • Prepare and distribute clear internal updates and announcements regarding newly deployed functionalities of our systems; • Revise, maintain, and update internal technical documentation, system wiki articles, and training materials; • Handle the complete organization and deployment of training cycles for internal newcomers and global technical teams; • Coordinate tasks in the HQ Tech Support queue, providing daily operational support and validating new functionalities from a user perspective.