Technical Support Engineer - Healthcare Customer Experience

About the role

Miratech is looking for a Technical Support Engineer to join a large-scale customer experience transformation initiative for a global healthcare leader. The engineer acts as the central point for real-time monitoring, incident triage and coordination across technical and business teams, ensuring operational continuity, fast issue resolution and proactive risk mitigation.

Key responsibilities

• Monitor system alerts, performance metrics, queue performance, call volumes and overall system health across infrastructure, applications and contact center platforms.
• Triage and prioritize incoming incidents using defined severity and priority frameworks, with timely escalation and resolution.
• Coordinate incident resolution across IT, automation, software, business teams and external vendors, including war rooms and high-priority incident bridges.
• Identify, investigate and escalate anomalies, service degradation and outages to the right teams and vendors.
• Maintain detailed incident and issue documentation, including timestamps, reporter details, error messages, troubleshooting and corrective actions.
• Prepare daily, weekly and monthly operational performance reports, incident summaries and audit/compliance documentation.
• Act as liaison between technical teams, business stakeholders and vendors, and take part in standups, cross-functional meetings, post-incident reviews and root-cause discussions.
• Use AI tools such as Microsoft Copilot to improve productivity, automate summaries and document troubleshooting steps.
• Support ad-hoc operational inquiries and help automate repetitive tasks.

Required profile

• 3+ years of experience in incident response, crisis management and vendor coordination.
• 3+ years in IT operations, network monitoring or command center environments.
• Ability to work in a fast-paced environment and multi-task across several communication channels.
• Excellent communication and teamwork skills.

Required skills

• Familiarity with ServiceNow, Splunk and Dynatrace.
• 2+ years with call center applications such as Genesys, AWS and CxOne.
• Nice to have: Amazon Connect and NICE CX-One, basic Python, basic Pindrop knowledge.

What we offer

• Health insurance, language courses and a relocation program.
• Remote work option.
• Certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive team with regular social events.