Technical Support Engineer

🕒 Yesterday

🌐 Spain, Philippines – Remote

🇪🇸 Spain – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• 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 severity and priority frameworks • Escalate incidents in a timely manner and coordinate resolution across IT, automation, software, business teams, and external vendors • Participate in war rooms and high-priority incident bridges • Identify, investigate, and escalate system anomalies, service degradation, and outages • 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 audit and compliance documentation • Liaise between technical teams, business stakeholders, and external vendors throughout the incident lifecycle • Participate in daily standups, cross-functional meetings, post-incident reviews, and root-cause discussions • Leverage AI tools, including Microsoft Copilot, to improve productivity, streamline communications, automate meeting and incident summaries, and document troubleshooting information • Support ad-hoc operational inquiries • Identify opportunities to automate repetitive tasks and develop productivity-enhancement tools • Contribute to a customer experience transformation initiative for a global healthcare industry leader

🎯 Requirements

• 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 ServiceNow, Splunk, and Dynatrace • 2+ years of experience with call center applications such as Genesys, AWS, and CxOne • Ability to work in a fast-paced environment and multitask across multiple communication paths • Familiarity with AI tools such as Microsoft Copilot, Azure, or Google • Excellent communication and teamwork skills • Knowledge of Amazon Connect and NICE CX-One • Basic knowledge of Python • Basic knowledge of Pindrop application

🏖️ Benefits

• Comprehensive compensation and benefits package • Health insurance • Language courses • Relocation program • Remote work flexibility / Work From Anywhere Culture • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Collaboration on impactful projects for top global clients • Inclusive and supportive work environment with open communication • Regular team-building company social events • Social sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality