Junior Technical Support Engineer

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Monitor system alerts, performance metrics, queue performance, call volumes, and overall system health across infrastructure, applications, and contact center platforms.

• Triage, prioritize, and manage incoming incidents using established severity and priority frameworks.

• Escalate incidents to guarantee timely resolution.

• Coordinate incident resolution among IT, automation, software, business teams, and external vendors.

• Participate in war rooms and high-priority incident discussions.

• Identify, investigate, and escalate system anomalies, service degradation, and outages.

• Maintain comprehensive documentation of incidents and issues.

• Prepare daily, weekly, and monthly operational performance reports and incident summaries.

• Serve as a liaison between technical teams, business stakeholders, and external vendors.

• Provide timely communication and status updates throughout the incident lifecycle.

• Engage in daily standups, cross-functional meetings, post-incident reviews, and root-cause analysis discussions.

• Utilize AI tools, including Microsoft Copilot, to enhance productivity and automate meeting and incident summaries.

• Support ad-hoc operational inquiries.

• Identify opportunities for automating repetitive tasks and develop tools to enhance productivity.

⛳️ Requirements

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

• At least 3 years of experience in IT operations, network monitoring, or command center environments.

• Familiarity with ServiceNow, Splunk, and Dynatrace.

• Over 2 years of experience with call center applications such as Genesys, AWS, and CxOne.

• Ability to thrive in a fast-paced environment and manage multiple communication channels simultaneously.

• Familiarity with AI tools such as Microsoft Copilot, Azure, or Google.

• Excellent communication and collaboration skills.

• Knowledge of Amazon Connect and NICE CX-One.

• Basic understanding of Python.

• Basic knowledge of the Pindrop application.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Regular team-building company social events.