Tier 2 Technical Support Agent Job at Hapana (Greater London)

CCAAS Solutions Specialist

Our client, a major and recognized organization in its industry, is undertaking ...

Location

Canada , Montréal

Salary:

Not provided

Randstad

Expiration Date

August 09, 2026

Requirements

Over 3 years of hands-on experience in managing and optimizing contact center solutions (CCaaS)
Strong proficiency with one or more market-leading platforms (such as Genesys Cloud, Cisco Webex CC, Talkdesk, Five9, Nice, or Amazon Connect) is essential to facilitate the transition
Solid foundation in telecommunications and networking
Skills in automation and scripting (Python, PowerShell, Bash)
Knowledge of cloud environments (Google Cloud, AWS, or Azure)
Strong technological curiosity, analytical skills, and excellent adaptability to change

Job Responsibility

Actively participate in the deployment of the new CCaaS solution
Design and optimize the Agent interface by creating seamless APIs for integration with enterprise systems and CRM
Configure and administer interaction management solutions (ACD, IVR, CTI, omnichannel)
Provide high-level technical support (Tier 2-3) following migrations and monitor performance
Ensure secure access management and adherence to the strictest security standards

What we offer

Competitive salary
Flexible group insurance
Defined benefit pension plan
Employee purchase plan
Performance bonus
Telemedicine
Hybrid work environment with high teleworking flexibility
An environment that encourages learning, professional development, and growth

Fulltime

Senior Software Engineer

Join a team that puts its People First! As a member of the First American family...

Location

United States , Santa Ana

Salary:

129300.00 - 172300.00 USD / Year

First American Financial

Expiration Date

Until further notice

Requirements

Bachelor’s degree in engineering, Computer Science, or related discipline
5+ years of software professional development experience with advanced hands-on C#, C++, .NET Core, ASP .NET, and SQL Server Database technologies
2+ years of hands-on experience with designing / developing with cloud technologies
Hands-on experience with Agile methodologies for building modern enterprise and web applications
Hands-on experience with object-oriented design using C# and .NET Core or equivalent technologies
Hands-on experience with front-end web application development tools and technologies, such as NET Core, .NET Framework, C#, LinQ , Blazor, React, JavaScript, HTML/HTML5, CSS/CSS3, SOAP, RESTful API, SQL Server, T-SQL, Telerik, Jira, Confluence, GitHub, Slack, etc
Experience with developing Artificial Intelligence and Agentic workflows, such as Cursor, Claude Code, or Codex
Experience with AWS cloud platform
Experience with SQL database technologies
Effectively integrating with legacy systems and technologies

Job Responsibility

Perform all phases of software engineering including requirement analysis, application design, code development and automated testing
Design, implement and test product features in collaboration with quality assurance, product owners, and stakeholders
Provide maintenance of developed software including unit testing and debugging
Contribute extensively to the implementation of programming tasks and deliver on time
Collaborating and working together with others in a Scrum team
Review code and provide feedback relative to best practices and improving performance
Mentor and advise less experienced team members
Experience leading team of engineers in the design, development, and maintenance of software code for business applications
Formulate and define system scope and objectives through research and fact-finding to develop or modify internal business systems
Troubleshoot a wide variety of complex problems and identify solutions within broad applications and functional expertise

What we offer

medical
dental
vision
401k
PTO/paid sick leave
employee stock purchase plan

L3 SOC Analyst

Managed Services Security team are made up of teams that provide remote (offsite...

Location

Ireland , Galway

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field or equivalent experience desired
Generally, 5+ years in SOC, Incident Response, or Threat Analysis roles
Strong knowledge & understanding of common attack vectors and threat actor tactics, techniques, and procedures
Knowledge of Elastic SIEM is preferred. If not experience on any of the other SIEM tools like Sentinel, Splunk, QRadar, LogRhythm
Relevant industry qualification where applicable
Excellent verbal and written communication skills in language to be supported
Advanced troubleshooting skills in a technical environment
Excellent analytical and problem solving skills
Advanced Software and hardware knowledge of computing, storage and peripheral devices
Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)

Job Responsibility

Monitor work queues for new escalations from the L1/L2 team
Triage cases when there are multiple escalations in the queue
Perform deep-dive analysis on escalated cases
Uses Threat intelligence and IOA/IOC data to identify source and impact of attack
Clearly document your investigations as they progress and regularly add case notes to the case to maintain situational awareness
Complete the investigations and recommend remediations for low and medium severity security incidents
Initiate a war room for confirmed or suspected critical security incidents and follow the documented incident response plan
Complete Post Incident Review (PIR) documentation for all medium and higher severity security incidents
Monitor work queues for new cases requiring review
Triage case reviews as required

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Digital Software Engineer Senior Manager - Vice President

The Digital S/W Engineer Sr Mgr accomplishes results through the management of p...

Location

India , Chennai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

11-17 years of relevant experience in an Apps Development role or senior level experience in an Enterprise Architecture role with subject matter expertise in one or more areas with at least 3+ years of deep specialization in AI/ML, NLP, or Generative AI development
Proven experience in successfully building, leading, and delivering complex technology projects from conception through to deployment and ongoing support
Proven experience in leading high performance teams spread across multiple locations
Effectively coach and give feedback to direct reports to help develop talent and support career development
2+ years of experience building and operating production-grade AI systems such as digital assistants, recommendation engines, or similar intelligent platforms
2+ years of deep, applied experience with LLM technologies (GPT-4, Claude, Gemini, or equivalent), including prompt engineering, fine-tuning, and cost optimization in production environments
Hands-on expertise in implementing Retrieval-Augmented Generation (RAG) pipelines and working with vector databases for knowledge-grounded AI applications
Demonstrable experience in designing and deploying agentic AI workflows and multi-agent systems using modern frameworks
Proficiency in NLP model development using industry-standard libraries and ML frameworks
Expert-level Python development skills with strong command of RESTful APIs, microservices architecture, and cloud platforms

Job Responsibility

Accountable for executing and driving enterprise grade application design and development efforts to completion, serving as a development lead
Proficient at operating with considerable autonomy and significantly influence the way an application is designed and developed by providing subject specific expertise and an advanced level of understanding of application programming principles
Participate in design discussions as a Development Lead and play the part of a key decision maker in driving design decisions
Partner with industry vendors that provide technology or user experience design components that support our Digital architecture and work with vendors on our implementation plans and roadmaps identifying partnership opportunities to increase our development velocity and our learnings
Directly impact the business by influencing strategic functional decisions through advice, counsel or provided services
This will require persuading and influencing others through strong and comprehensive communication and diplomacy skills
Communicate progress, anticipate bottlenecks, provide escalation management, identify, assess, track and mitigate issues/risks at multiple levels
Regularly review metrics and proactively seek out new and improved mechanisms for visibility ensuring your program stays aligned with organization objectives
Share knowledge with the team in various forums (brown bags, engineering forums etc.) and demonstrate a higher level of knowledge through industry certifications
Integrate LLMs for conversational understanding and response generation

Fulltime

Technical Program Manager, Engineering

You will report to the Head of Global IT Support & IT Supply Chain and own the o...

Location

India , Bangalore

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams
Track record of driving operational transformation: shift-left programs, AI/automation adoption, or vendor-model redesigns at scale
Deep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools)

Job Responsibility

Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth
Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof
Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality—not headcount
Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives
Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams

Director - Global Service Desk

The Director, Global Service Desk functions as the 'Centralized Front Door' for ...

Location

United States

Salary:

Not provided

O'Reilly Auto Parts

Expiration Date

Until further notice

Requirements

Service Desk Management: Extensive experience managing high-volume, 24/7 Service Desk environments in a retail or enterprise setting
Customer Service Excellence: A relentless focus on the end-user experience, with the ability to de-escalate complex situations and drive customer satisfaction
Operational Triage: Strong ability to define triage workflows to distinguish between remote software fixes (Tier 1) and physical hardware dispatches (Tier 2)
Data-Driven Decision Making: Ability to analyze ticket trends to identify training gaps, upstream system issues, or staffing needs
Leadership & People Management: Demonstrated success in leading, coaching, and developing a large team of support agents and supervisors
Business Insight: Understanding of the retail operating model to differentiate between 'System Issues' and 'Operational/Process Issues'
Education: Master's Degree or Equivalent Level preferred
Experience: Wide and deep experience providing expert competence (Over 10 years to 15 years), specifically in Service Desk or Call Center management
Managerial Experience: Experience planning, managing, and organizing resources within short/medium timescales and overall policy framework (6 to 10 years)

Job Responsibility

Global Service Desk Leadership: Manage the 24/7/365 Tier 1 support function. Ensure continuous coverage and rapid response for all incoming incidents and service requests from over 6,400 Stores, 30 DCs, and several Corporate offices
End-User Experience: Develop and execute a comprehensive support plan that enhances the end-user experience. Act as the primary liaison for end-users, managing escalations and communication
Operational Partnership (Remote vs. Physical): Work in close partnership with the Director, Remote Site Operations. Ensure the Service Desk effectively triages issues remotely to resolve them at Tier 1 before dispatching tickets for physical on-site resolution
Ticket Lifecycle Management: Responsible for the accurate logging, categorization, and prioritization of all incoming tickets. Manage the escalation of tickets to Tier 2/3 support teams (e.g., Network, Platforms, App Dev) when remote resolution is not possible
Scope & Operational Boundaries: Actively manage the scope of the Service Desk to ensure focus remains on technical resolution. You must ensure non-IT business requests are routed to the appropriate partners
Performance Analytics: Monitor, report on, and analyze Service Desk performance (Speed to Answer, Abandonment Rate, FCR). Set appropriate performance objectives for direct reports and hold them accountable

What we offer

Competitive Wages & Paid Time Off
Stock Purchase Plan & 401k with Employer Contributions Starting Day One
Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
Team Member Health/Wellbeing Programs
Tuition Educational Assistance Programs
Opportunities for Career Growth

Fulltime

Team Lead, Customer Support

We are looking for a Customer Support Team Leader to join a high-growth team on ...

Location

Poland

Salary:

Not provided

SmartRecruiters

Expiration Date

Until further notice

Requirements

General ATS experience
Strong knowledge of Support Case tracking systems (SalesForce and JIRA are a plus)
Excellent English skills
Ability to interact and communicate professionally and confidently with a diverse customer base
Customer support experience, preferably in the Enterprise space
Strong interpersonal, written and spoken communication skills
Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
Experience in technical customer support in a SaaS environment
A passion for technology and a drive to change the world
Positive, energetic, with a can-do attitude

Job Responsibility

Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
Take on a portion of the escalated customer support cases (externally escalated by customers)
Be the main point of escalation for Customer Support Agent (internally escalated)
Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support related questions and push support cases to resolution
Lead internal training sessions for Tier 1 and Tier 2 Support Agents
Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support slack channel on a daily basis
Schedule and lead new hire training and enablement sessions
Contribute to weekly Support team meetings
Drive a high level of customer satisfaction
Identify, test, and call out technical issues

What we offer

Competitive salaries
Generous equity
Strong internal mobility
Remote-friendly culture

Technical Program Manager - Social Operations

Own and scale the operational backbone that enables high-velocity, brand-safe so...

Location

United States , Redmond

Salary:

100600.00 - 199000.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
1+ year(s) of experience managing cross-functional and/or cross-team projects
Bachelor’s degree in Computer Science, Information Technology, Program Management, Marketing Operations, or related field AND 4+ years of experience in program management, process management, or platform operations OR Master’s degree in a related field AND 2+ years of relevant experience
Proven experience managing complex workflows across social or digital platforms
Experience owning operational processes end-to-end with multiple stakeholders
Strong understanding of platform governance, QA, and data integrity

Job Responsibility

Own and scale the operational backbone that enables high-velocity, brand-safe social execution across publishing, community management, platforms, and automation
Publishing & Social Programming Operations: Own the social publishing calendar and execution across channels
Manage embargoes, real-time adjustments, and incident-driven pauses
Ensure end-to-end QA for metadata, tagging, compliance, and content completeness
Support consistent, on-time delivery across always-on and Tier 1 social moments
End-to-End Workflow & Workfront Operations: Own the full social intake → routing → approvals → QA → publishing workflow
Maintain Workfront governance, templates, SLAs, and operational reporting
Ensure alignment across Social Strategy, Creative, PMM, and vendor teams
Identify workflow inefficiencies and drive continuous improvements
Community Management Operations: Oversee moderation and response workflows across internal teams and agencies

Fulltime

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Tier 2 Technical Support Agent

Job Description

Job Responsibility

Requirements

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