Technical Support Engineer (T2)

Summary

Join BETSOL, a leading digital transformation company, as a technical support expert for contact center technologies. You will troubleshoot and resolve technical issues across various systems, including Verint, Five9, and custom applications. Responsibilities include performing health checks, handling critical incidents, implementing changes, and maintaining documentation. This role requires 7+ years of experience in technical support, strong knowledge of contact center technologies and cloud platforms (GCP/AWS), Java programming, and a deep understanding of HIPAA compliance. The position is remote with occasional travel, offering comprehensive health insurance, 401K, and other benefits. Extended hours may be required during peak periods.

Requirements

• 7+ years in technical support roles
• Strong experience with deep working knowledge of: Verint Ecosystem Verint QM
• Verint WFM
• Five9 Ecosystem Five9 Omnichannel
• Five9 Agent Assist
• Contact center technologies
• Cloud platforms (GCP/AWS)
• Java programming
• Software architecture
• Data flow and integration
• Understanding of HIPAA compliance
• Strong troubleshooting skills
• Experience with monitoring tools
• ServiceNow expertise
• Contact center technologies
• Cloud platforms (GCP/AWS)
• Java programming
• Software architecture
• Data flow and integration
• Understanding of HIPAA compliance
• Strong troubleshooting skills
• Experience with monitoring tools
• ServiceNow expertise
• Strong problem-solving abilities
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills
• Must be available for extended hours during: Annual Enrollment Period (Oct-Dec)
• Welcome Season (January)
• Onshore roles may require onsite presence during critical periods
• Must be able to join immediate response calls when on-call

Responsibilities

• Provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure
• Troubleshoot and resolve technical issues in: Verint ecosystem
• Five9 Omnichannel
• ERR/ERR PCI/EAR systems
• Custom applications
• Aceyus reporting
• Cresta
• 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

Benefits

• Comprehensive health insurance
• Competitive salaries
• 401K
• Volunteer programs
• Scholarship opportunities
• Fitness center
• Cafe
• Recreational facilities