Engenheiro de suporte técnico

About Intellias

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more.

As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

Requirements

• 2+ years in L2 technical support (ERP/CRM focus, preferably D365).
• Strong incident management, troubleshooting, and problem-resolution skills.
• Experience with support flows, escalation, and help desk tools (Jira, Confluence, Zendesk, Freshdesk).
• Ability to work independently, prioritize tasks, and stay resilient under pressure.
• Strong communication, customer service, and analytical skills.
• Fluency in English and French.
• Eagerness to learn, adapt to new technologies, and work in dynamic environments.

Nice to Have

• Deeper D365 ERP/CRM functional knowledge.
• Understanding of ERP processes (P2P, O2C, R2R, Supply Chain) or CRM processes (Sales, Marketing, Field/Customer Service).
• IT support/customer service internships or volunteering.
• Certifications (e.g., CompTIA, Microsoft).
• Experience in networking, security, cloud platforms (AWS, Azure, GCP), ITIL practices, automation, or specialized IT domains.

Responsibilities

• Respond to technical support requests via phone, email, chat, and service desk; ensure timely resolution.
• Perform log analysis, troubleshooting, and root cause analysis for recurring issues.
• Support and configure D365 ERP/CRM modules (Finance & Operations or Customer Relationship Management).
• Monitor system performance, apply configuration changes, and test updates.
• Collaborate with L3 teams, escalate complex issues, and drive resolutions.
• Maintain documentation, FAQs, and knowledge base articles.
• Suggest process improvements to reduce support tickets.
• Set up/configure user accounts and provide user guidance.
• Participate in ongoing training to enhance technical skills.

At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.