1007 | Technical Support Engineer

Technical Support Engineer

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