Support Engineer

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
• Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
• Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
• Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
• Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
• Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

Support Engineer, Amazon Connect

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our software's features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Platform Technical Support – Hospitality SaaS

• Acting as a key layer of Interlaced's support team and communicate availability to IT Support Associates
• Self-sufficient in taking proactive and reactive tickets
• Gatekeeper for Key Contact approval process and verification
• Resolve reactive support tickets and work on proactive maintenance
• Review and action on performance KPIs from Brightgauge dashboard
• Develop knowledge of internal Interlaced systems and client facing technology solutions
• Complete assigned training and provide training to IT Support Associates

IT Support Technician I

• Support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.
• Incident Resolution and Escalation Management
• Communication and alignment with other teams internal and external to IT Services - VMS
• Conflict resolution
• Performance management – service / KPI
• Knowledge transfer to the other team members
• Very good understanding in umbrella protocols (H323 & H320) & SIP
• Work experience on Microsoft Teams rooms
• Work experience on Microsoft Surface Hub

Meeting Room Operation Support Engineer

• Actively provide support for companies and enterprises using our platform, helping them get the best experience from Mitto products
• Receive inquiries from customers directly via email. Over 90% of our support inquiries are handled by email
• Actively communicate with partners, and other Mitto tech teams to maintain platform stability
• Provide insight and assistance to business teams regarding client needs, feature requests and general inquiries
• Participate in creation of the new platform and product features
• Provide in-depth support to all clients, no matter their size
• Troubleshooting any quality degradation reported by other customers or departments
• Maintain and expand technical knowledge across all Mitto products and services, tools, and processes

Customer Support Technician

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions.
• Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors.
• Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related.
• Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication.
• Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products.
• Provide clear and timely updates to customers on issue status, maintenance activities, and system changes.
• Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed.
• Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently.
• Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems.
• Perform proactive and reactive testing of services, including validation of deployments and system changes.
• Assist with basic configuration tasks such as interconnection setup and route adjustments as required.

NOC & Technical Support Engineer – VoIP

• Deliver outstanding customer support via chats, emails and tickets
• Managing troubleshooting processes, handling escalations, and backlog maintenance
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

Technical Support Consultant, English C1, Native Portuguese

• Brindar atención y asesoramiento remoto a clientes: Acompañarás a usuarios en el uso de los servicios ofrecidos por la compañía, ayudándolos a resolver consultas de manera simple, clara y efectiva.
• Resolver consultas funcionales y administrativas: Asistirás a clientes en temas vinculados al área de clientes, gestión de servicios, pagos, facturación y procesos administrativos asociados.
• Guiar en la compra y contratación de servicios: Vas a identificar necesidades, orientar a los usuarios y ofrecer soluciones acordes a cada caso.
• Dar soporte técnico de nivel básico e intermedio: Analizarás, diagnosticarás y resolverás consultas técnicas sobre hosting, servidores, correo electrónico, dominios y plataformas Linux/Windows.
• Hacer seguimiento de incidencias: Registrarás, documentarás y darás seguimiento a tickets, configuraciones y soluciones aplicadas, asegurando trazabilidad y calidad en la información.
• Detectar incidentes recurrentes o masivos: Colaborarás con el análisis y la resolución de problemas que impacten en varios clientes o servicios.
• Trabajar en equipo con distintas áreas: Coordinarás acciones con equipos internos para garantizar una resolución efectiva, manteniendo una comunicación clara y colaborativa.
• Aportar mejoras al proceso de soporte: Participarás en la mejora de documentación, procedimientos internos y circuitos de atención, siempre con foco en la experiencia del usuario.

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