Junior Technical Support Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

Miratech is seeking a skilled Technical Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. The Technical Support Engineer serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams. This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.

Responsibilities:

• Monitor system alerts and performance metrics across infrastructure, applications, and contact center platforms.
• Triage incoming issues using structured severity and priority frameworks.
• Coordinate resolution efforts across IT, automation, software, and business teams
• Track queue performance, call volumes, and system health using dashboards and analytics tools.
• Escalate anomalies and outages to appropriate teams and vendors.
• Participate in daily standups and war room sessions to assess and resolve high-priority incidents
• Maintain detailed issue logs including timestamps, reporter details, station IDs, and error messages.
• Generate daily/weekly/monthly performance reports and incident summaries.
• Support audit and compliance documentation efforts
•  Serve as a liaison between technical teams, business stakeholders, and external vendors to drive collaboration for restoration/resolution for outages.
• Facilitate incident communication and ensure timely updates to impacted parties
• Participate in cross-functional meetings to align on priorities and post-incident reviews 
• Use of AI/Copilot to enhance productivity, streamline and improve communications, and automate summarizations needed for meetings on outages to include documenting corrective actions, symptoms and troubleshooting. 
• May be used adhoc for various inquiries and to assist in building new productivity tools.

Qualifications

• 3+ years of experience with incident response, crisis management, and vendor coordination.
• 3+ years of experience in IT operations, network monitoring or command center environments.
• 2+ years of experience with call center applications like Genesys, AWS, CxOne
• Familiarity with tools like ServiceNow, Splunk, Dynatrace.
• Ability to work in a fast-paced environment, while being able to multitask through multiple communication paths.
• Familiarity with AI tools such as Microsoft Copilot, Azure or Google.
• Excellent communication and teamwork skills.

Nice To Have:

• Programming skills like Python.

We Offer

• 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.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.