CCaaS Technical Support Engineer (T2) - Remote

Overview

The CCaaS Technical Support Engineer (T2) will provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure.

In Short

• Troubleshoot and resolve technical issues in various contact center technologies.
• Perform health checks and system monitoring.
• Handle P1/P2 incidents and escalations.
• Implement and coordinate changes.
• Create and maintain technical documentation.
• Support problem management activities.
• Assist with vulnerability remediation.
• Must be available for extended hours during critical periods.
• Onshore roles may require onsite presence during critical periods.
• Join immediate response calls when on-call.

Requirements

• 7+ years in technical support roles.
• Strong experience with contact center technologies and cloud platforms (GCP/AWS).
• Deep working knowledge of Java programming and software architecture.
• Understanding of HIPAA compliance.
• Strong troubleshooting skills.
• Experience with monitoring tools.
• ServiceNow expertise.

Benefits

• Comprehensive health insurance.
• Competitive salaries.
• 401K.
• Volunteer programs.
• Scholarship opportunities.
• Office amenities including a fitness center and cafe.