Apprentice- Technical Support

Five9; United States; On-site; USD 24,796 - 38,572; Full time

Job summary

Five9 is seeking a motivated Technical Support Apprentice to join our Technical Support Services team. You will work with Senior Support Engineers, Product, and Engineering to diagnose and document issues across CCaaS platforms, including AI-powered voice and digital channels.

This learning-intensive role offers structured mentorship, real ownership, and hands-on exposure to enterprise SaaS support operations in a fast-growing environment.

Qualifications

• Bachelor's degree in Computer Science or Information Technology from a recognized university.
• Freshers are welcome; internship or project exposure in a technical or support role is an advantage.
• Basic understanding of networking concepts, operating systems, and software troubleshooting.
• Familiarity with APIs, web technologies, and cloud platforms is a plus.

Responsibilities

• Serve as a first point of contact for customers and internal stakeholders reporting technical issues via ticketing systems, email, or phone.
• Log, categorize, triage, and prioritize support tickets accurately in the helpdesk platform within defined SLA guidelines.
• Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity.
• Escalate complex or unresolved issues to L2/L3 Engineers or relevant Product teams with thorough documentation.

Skills

Analytical thinking

Problem solving

Customer empathy

APIs familiarity

Education

Bachelor's degree in CS/IT

Tools

REST APIs

Job description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Role Overview

We are looking for a high-potential Technical Support Apprentice to join our Technical Support Services team, working on next-generation Contact Center as a Service (CCaaS) platforms. This role is designed for early-career professionals who are passionate about enterprise technology and delivering exceptional customer experiences.

As a Technical Support Apprentice, you will work closely with Senior Support Engineers, Product, and Engineering teams to diagnose, resolve, and document technical issues across our CCaaS product lines, including AI-powered voice, digital channels, analytics, automation, workforce management, and integrations platforms.

This is a learning-intensive role that provides real ownership, structured mentorship, and hands-on exposure to enterprise-grade support operations in a fast-growing SaaS environment.

Key Responsibilities

L1 Support & Ticket Management

• Serve as a first point of contact for customers and internal stakeholders reporting technical issues via ticketing systems, email, or phone
• Log, categorize, triage, and prioritize support tickets accurately in the helpdesk platform within defined SLA guidelines
• Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity
• Escalate complex or unresolved issues to L2/L3 Engineers or relevant Product teams with thorough documentation and reproducible steps

Qualifications & Skills

Eligibility & Qualifications

• Bachelor's degree in Computer Science or Information Technology (BE / B.Tech) from a recognized university
• Freshers are welcome; internship or project exposure in a technical or support role is an advantage
• Basic understanding of networking concepts, operating systems, and software troubleshooting
• Familiarity with APIs, web technologies, and cloud platforms is a plus

Desired Skills & Attributes

• Strong analytical and structured problem-solving mindset
• Patient, empathetic, and customer-first approach to every interaction
• Excellent verbal and written communication skills
• Curiosity about AI, cloud platforms, and enterprise SaaS technologies
• Collaborative team player with a bias for learning and continuous improvement

What You Will Learn

• How enterprise CCaaS platforms are supported and maintained at scale
• How AI-powered features, voice, automation, and analytics are deployed and troubleshot in real customer environments
• How to manage customer relationships and deliver high-quality support within enterprise SLA frameworks
• How modern SaaS support organizations operate, elevate, and collaborate with Product and Engineering

Career Path

This apprenticeship is designed to develop future Support Engineers, Sr. Support Engineers, and Technical Leads. High performers will have the opportunity to transition into a full-time role with increased ownership across support tiers and customer segments.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.