Technical Support Engineer

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.

- 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 defined severity and priority frameworks, ensuring timely escalation and resolution.

- Coordinate incident resolution across IT, automation, software, business teams, and external vendors, including participation in war rooms and high-priority incident bridges.

- Identify, investigate, and escalate system anomalies, service degradation, and outages to the appropriate technical teams and vendors.

- Maintain detailed incident and issue documentation, including timestamps, reporter details, station IDs, error messages, troubleshooting activities, corrective actions, and resolution details.

- Prepare daily, weekly, and monthly operational performance reports, incident summaries, and documentation required for audits and compliance.

- Act as a liaison between technical teams, business stakeholders, and external vendors, ensuring timely communication, status updates, and coordination throughout the incident lifecycle.

- Participate in daily standups, cross-functional meetings, post-incident reviews, and root-cause discussions to align priorities and identify corrective and preventive actions.

- Leverage AI tools, including Microsoft Copilot, to improve productivity, streamline communications, automate meeting and incident summaries, and document symptoms, troubleshooting steps, and corrective actions.

- Support ad-hoc operational inquiries and identify opportunities to automate repetitive tasks and develop productivity-enhancement tools.

- 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

- Familiarity with tools like ServiceNow, Splunk, Dynatrace

- 2+ years of Experience with call center applications such as Genesys, AWS, CxOne

- Ability to work in a face-paced environment, while being able to multi-task through multiple communication paths.

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

- Excellent communication and teamwork skills

Nice To Have

- Knowledge of Amazon Connect and NICE CX-One

- Familiarity with AI tools such as Azure or Google

- Basic knowledge of Python

- Basic knowledge of Pindrop application

We offer:

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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.

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Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

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Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

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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.

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Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

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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.

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Social Sustainability Values: join our sustainable bus