Technical Support Engineer

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

📋 Description

• Oversee system alerts, performance indicators, queue efficiency, call metrics, and the overall health of infrastructure, applications, and contact center platforms.

• Assess, prioritize, and manage incoming incidents utilizing frameworks for severity and priority.

• Timely escalate incidents and coordinate resolution efforts across IT, automation, software, business teams, and external partners.

• Engage in war rooms and high-priority incident collaboration sessions.

• Detect, investigate, and escalate system irregularities, service degradation, and outages.

• Keep comprehensive documentation of incidents and issues, including timestamps, reporter details, station IDs, error messages, troubleshooting efforts, corrective actions, and resolution specifics.

• Compile daily, weekly, and monthly operational performance reports, incident summaries, and audit and compliance documentation.

• Act as a liaison among technical teams, business stakeholders, and external vendors throughout the incident management lifecycle.

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

• Utilize AI tools, including Microsoft Copilot, to boost productivity, enhance communication, streamline meeting and incident summaries, and document troubleshooting information.

• Assist with ad-hoc operational inquiries.

• Identify opportunities for task automation and develop tools to enhance productivity.

• Contribute to initiatives aimed at transforming customer experience for a leading global healthcare provider.

⛳️ Requirements

• 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 call center applications such as Genesys, AWS, and CxOne.

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

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

• Strong communication and collaboration skills.

• Understanding of Amazon Connect and NICE CX-One.

• Basic knowledge of Python.

• Basic understanding of the Pindrop application.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaborate on significant projects for leading global clients.

• Inclusive and supportive work environment that promotes open communication.

• Regular team-building social events.

• Social sustainability initiatives focused on IT education, community empowerment, fair practices, environmental stewardship, and gender equality.