Miratech

Technical Support Engineer

Miratech

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

AzureCloudPythonServiceNowSplunk

About the role

  • Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability.
  • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
  • Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
  • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews.
  • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
  • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
  • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.

Requirements

  • 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.
  • Familiarity with tools such as ServiceNow, Splunk, and 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 simultaneously.
  • Familiarity with AI tools such as Microsoft Copilot.
  • Excellent communication and teamwork skills.
  • Must be comfortable working on night shifts to support global clients.
  • Nice to Have Knowledge of Amazon Connect and NICE CXone, familiarity with Azure or Google AI tools, and basic understanding of Python and Pindrop applications.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident responsecrisis managementvendor coordinationIT operationsnetwork monitoringcloud-based call center applicationsPythonAI toolsanalyticsperformance reporting
Soft Skills
communicationteamworkmultitaskingproblem-solvingliaison