Junior Technical Support Engineer

Miratech • Yakima, WA

1d

About The Position

We are seeking a Junior Technical Support Engineer to manage incident response, system monitoring, and operational support for contact center platforms. The ideal candidate will ensure system stability, quick issue resolution, and seamless coordination across technical and business teams.

Requirements

• 3+ years of experience in incident management, crisis handling, and vendor coordination
• 3+ years in IT operations / network monitoring / command center environments
• Experience with tools like ServiceNow, Splunk, Dynatrace
• 2+ years of experience with contact center platforms (e.g., Genesys Engage)
• Ability to work in fast-paced, multi-tasking environments
• Familiarity with AI tools such as Microsoft Copilot
• Strong communication and teamwork skills

Nice To Haves

• Knowledge of Amazon Connect and NICE CXone
• Familiarity with AI tools on Azure or Google Cloud
• Basic knowledge of Python
• Exposure to Pindrop or similar voice security tools

Responsibilities

• Monitor system alerts, performance, and contact center platforms
• Triage and manage incidents using defined priority frameworks
• Coordinate with cross-functional teams for issue resolution
• Track system health, queue performance, and call volumes
• Escalate critical issues to internal teams and vendors
• Participate in standups and war room calls for high-priority incidents
• Maintain incident logs, reports, and compliance documentation
• Communicate updates to stakeholders and ensure smooth coordination
• Leverage AI tools (e.g., Copilot) for productivity and reporting
• Support ad-hoc operational tasks and continuous improvements

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees