1007 | 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