Junior L1 Genesys Support Engineer

About the role

Miratech is seeking a Junior L1 Genesys Support Engineer to work on Genesys Cloud projects. The role is fully remote, follows PST working hours, and focuses on minor call‑flow updates, upgrades, and timely issue resolution for clients.

Key responsibilities

• Receive and process alerts and calls, create tickets, and route them to L2 engineers within defined SLA.
• Clarify incoming requests with customers, acknowledge OpsGenie alerts, and implement L1/L2 fixes according to pre‑defined procedures.
• Participate in support procedure improvements and ensure timely reaction to alerts.

Required profile

• Strong troubleshooting and root‑cause analysis skills, with experience in technical support.
• High attention to detail, patient problem‑solving attitude, and eagerness to grow within support services.
• Native‑level Spanish and upper‑intermediate (B2) or higher English proficiency.

Required skills

• Genesys Cloud platform
• OpsGenie alert management
• Ticketing systems and L1/L2 issue resolution

What we offer

• Competitive pay and benefits, including health insurance and relocation support.
• Full‑remote work flexibility and a culture of relentless performance.
• Professional development opportunities such as certifications, mentorship, and internal mobility.