Junior Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee system alerts, performance metrics, and contact center platforms.

• Assess and manage incidents utilizing established priority frameworks.

• Collaborate with cross-functional teams to resolve issues effectively.

• Monitor system health, queue performance, and call volume statistics.

• Elevate critical issues to internal teams and vendors as necessary.

• Engage in standups and war room discussions for high-priority incidents.

• Keep incident logs, reports, and compliance documentation current.

• Provide updates to stakeholders to ensure seamless coordination.

• Utilize AI tools (e.g., Copilot) to enhance productivity and reporting.

• Assist with ad-hoc operational tasks and ongoing improvements.

⛳️ Requirements

• Minimum of 3 years of experience in incident management, crisis response, and vendor coordination.

• At least 3 years in IT operations, network monitoring, or command center settings.

• Proficiency with tools such as ServiceNow, Splunk, and Dynatrace.

• Over 2 years of experience with contact center platforms (e.g., Genesys Engage).

• Capability to thrive in fast-paced, multitasking environments.

• Familiarity with AI tools like Microsoft Copilot.

• Excellent communication and teamwork abilities.

• Nice to Have: Knowledge of Amazon Connect and NICE CXone.

• Understanding of AI tools on Azure or Google Cloud.

• Basic knowledge of Python programming.

• Experience with Pindrop or similar voice security technologies.

🏝️ 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.