Technical Support Engineer (Level2)

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:

• 4+ years of experience in a technical support role
• Strong technical aptitude and understanding of software applications, databases, operating systems, or networking concepts
• Experience with web technologies (HTML, CSS, JavaScript) and common web frameworks to assist with customer inquiries related to web applications
• Experience working with Kibana, Grafana, and Postman or other tools
• Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships
• Proficiency with Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc), and support tools
• Strong communication, and interpersonal skills
• Ability to prioritize and manage multiple customer cases simultaneously
• Good English level is required, both spoken and written;
• Experience in documenting support cases, resolutions, or knowledge-base articles
• Continuous learning mindset to keep up with evolving technologies and products

Will be a plus:

• Experience working with Keycloak, Hybris, Site24/7, Insomnia, Elasticsearch and Redis
• Solid experience with PostgresSQL for troubleshooting and data analysis

Responsibilities:

• Take ownership of all incidents from identification to resolution, ensuring adherence to SLAs. Investigate and troubleshoot incidents, identifying root causes or effective workarounds.
• Proactively monitor and address system alerts to prevent potential incidents.
• Contribute to the development and improvement of QA documentation and processes.
• Support testing activities in case of spare time from support activities
• Serve as the Incident Manager during major incidents, coordinating resolution efforts and ensuring effective communication across teams and stakeholders.
• Perform advanced troubleshooting across multiple systems or applications, using tools such as logs, dashboards, and monitoring software.
• Ensure resolutions are well-documented and communicated to all relevant stakeholders.
• Participate in the team’s on-call rotation to provide after-hours support for critical incidents and emergencies
• Ensure timely responses during on-call shifts and escalate issues to appropriate stakeholders when necessary.
• Act as the first point of escalation for any issues that cannot be resolved at the team level.
• Escalate unresolved or critical issues to the Delivery Manager as needed.
• Collect, analyze, and present weekly and monthly KPIs to the Delivery Manager to monitor team performance and identify areas for improvement.
• Ensure that the Knowledge Base (KB) is regularly updated with , detailed, and helpful content to support team operations.
• Promote the use of documentation to improve team efficiency and reduce repetitive queries.
• Identify opportunities to optimize processes and workflows, focusing on efficiency and quality.
• Collaborate with the Delivery Manager and stakeholders to implement process improvements.
• Assist in identifying potential problems through incident analysis and pattern recognition, contributing to long-term stability.
• Stay up-to-date with system changes, product updates, and industry best practices.
• Collaborate with SMEs or external trainers to enhance personal and team knowledge.