Junior L1 Genesys Support Engineer

About the role

We are looking for a Junior L1 Genesys Support Engineer to join Miratech’s remote support team. The role focuses on Genesys Cloud‑related projects, handling call‑flow updates, upgrades and resolving client issues while working within PST time zones.

Key responsibilities

• Receive and process alerts and calls, ensuring response within defined SLA.
• Clarify incoming requests with customers, create tickets and route them to L2 engineers.
• Acknowledge and manage alerts from OpsGenie.
• Implement L1/L2 level fixes according to pre‑defined procedures.
• Follow support procedures and contribute to their continuous improvement.

Required profile

• Demonstrated experience in technical support and client inquiry handling.
• Strong attention to detail, patient problem‑solving attitude and eagerness to grow within support services.
• Native‑level Spanish proficiency and upper‑intermediate English (B2+) for communication with US customers.
• Fast learner with a proactive, collaborative mindset.

Required skills

• Genesys Cloud platform knowledge.
• OpsGenie alert management.
• Troubleshooting, root‑cause analysis, log review and issue diagnostics.
• Understanding of SLA principles and ability to work within SLA requirements.

What we offer

• Culture of Relentless Performance with a 99% project success rate.
• Competitive compensation and comprehensive benefits.
• Full‑time, fully remote employment with opportunities for professional development.