Apprentice- Technical Support

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 un