As a Technical Support Engineer, you'll provide customer support for technical issues through various communication channels and ensure quick resolution, while documenting processes and collaborating with internal teams.
Intetics Inc., a global technology company providing custom software application development, distributed professional teams, software product quality assessment, and «all-things-digital» solutions, is looking for a Technical Support Engineer to join our dynamic team.
Working hours:
9:00 - 18:00 in UK time zone
OR
9:00 - 18:00 in US EAST time zone
What You Will Do
- Help customers by answering their toughest technical questions
- Provide technical support to customers using email, chat, and Zoom
- Handle multiple concurrent issues with varying severity, making sure that they are responded to within the established SLAs
- Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls
- Troubleshoot logs to identify errors/exceptions and their root cause
- Act as Incident Commander during service incidents and maintain updates on the Status page
- Keep updated on the latest features on the platform
- Collaborate internally and improve team processes that can lead to greater efficiency and a better customer experience
- Create support knowledge base articles, enablement resources, or automation workflows for commonly faced issues
- Communicate customer needs and provide product feedback to product management and engineering
- Participate in internal projects and initiatives
Requirements
- Minimum 2+ years of experience working with customers in a customer-facing technical role
- Bachelor’s degree in Computer Science or Engineering (or equivalent technical knowledge and skills)
- Ability to approach problems analytically and solve them quickly using critical thinking
- A bias for action with inherent curiosity to learn and research solutions
- Have a growth mindset to continually learn and improve your skills
- Passionate about AI, agentic AI, LLMs, and automation
- Excellent oral and written communication skills
- Experienced and adaptable to working in a fast-paced environment
- Strong understanding of APIs, including knowledge of REST, GraphQL, or gRPC
- Solid understanding of foundational internet and cloud technologies (e.g., AWS, Azure, GCP, etc.)
- Familiarity with AI concepts, such as LLMs, embeddings, vector databases, prompt engineering, etc.
- Strong familiarity with Authentication concepts and techniques (e.g., SAML, OAuth, etc.)
- Experience working with Database technologies and data integration principles
- Knowledge and proficiency in JavaScript and CSS
- Experienced in troubleshooting technical issues using tools and utilities such as Postman, HAR files, etc.
Preferred Qualifications
- Experience with iPaaS or automation platforms
- Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP)
- Prior experience as a developer/software engineer
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