CCaaS Technical Support Apprentice – AI & Cloud

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

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.