Technical Support Engineer

The company 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.

The company is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

All your information will be kept confidential according to EEO guidelines.

The company 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 the company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

The company has coverage across 5 continents and operates in over 25 countries around the world. The company retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.