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:

- 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 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%.

Originally posted on Himalayas