Junior Technical Support Engineer

Overview

Junior Technical Support Engineer responsible for responding to and coordinating major production incidents across enterprise environments, with incident response and operational support in IT and contact center settings.

What you'll do

• Monitor system alerts, infrastructure, applications, and contact center platforms for operational stability.
• Triage and manage incidents using structured severity frameworks and coordinate resolution.
• Track queue performance, call volumes, and overall system health with dashboards and analytics.
• Escalate outages or anomalies and participate in standups, war rooms, and post-incident reviews.
• Maintain accurate issue logs and prepare regular performance and incident reports.
• Act as a liaison between technical and business stakeholders during incidents.
• Use AI/Copilot tools to enhance productivity and streamline communication and documentation.

What you'll need

• 3+ years of experience in incident response, crisis management, and vendor coordination.
• 3+ years of experience in IT operations, network monitoring, or command center environments.
• Hands-on experience with incident management and operational support tools (ServiceNow, Splunk, Dynatrace).
• 2+ years of experience with Genesys Engage or cloud-based call center applications.
• Ability to work in a fast-paced environment and manage multiple communication channels.
• Familiarity with AI tools such as Microsoft Copilot.

Nice to have

• Knowledge of Amazon Connect and NICE CXone.
• Familiarity with Azure or Google AI tools.
• Basic understanding of Python and Pindrop applications.

Details

• Work From Anywhere culture is mentioned as part of the offering.