Junior Technical Support Engineer

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

📋 Description

• Oversee the response and coordination of significant production incidents across enterprise environments.

• Monitor system alerts, infrastructure, applications, and contact center platforms.

• Assess and manage incidents utilizing structured severity frameworks.

• Facilitate resolution efforts among IT, automation, software, business teams, and external vendors.

• Analyze queue performance, call volumes, and overall system health using dashboards and analytical tools.

• Appropriately escalate outages or anomalies.

• Engage in standups, war rooms, and post-incident reviews.

• Maintain precise issue logs and generate performance and incident reports.

• Assist with audit and compliance documentation.

• Act as a liaison between technical and business stakeholders during incidents.

• Utilize AI/Copilot tools to improve productivity, enhance communication, automate documentation, and promote continuous operational improvements.

⛳️ 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.

• Knowledge of ServiceNow, Splunk, and Dynatrace.

• More than 2 years of experience with Genesys Engage or cloud-based call center applications.

• Capability to work in a dynamic environment and handle multiple communication channels concurrently.

• Familiarity with Microsoft Copilot or similar AI tools.

• Strong communication and teamwork abilities.

• Understanding of Amazon Connect and NICE CXone is a plus.

• Knowledge of Azure or Google AI tools is favorable.

• Basic understanding of Python and Pindrop applications is advantageous.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace culture.

• Open lines of communication.

• Regular team-building social events.

• Commitment to sustainable business practices emphasizing IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.