Technical Support Engineer (Tier 1 support)
InteticsBrazil18 hours ago
Full-timeOther
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Intetics Inc., a leading American technology company specializing in custom software application development, distributed professional teams creation, software product quality assessment, and "all-things-digital" solutions, is on the lookout for a Technical Support Engineer (Tier 1 Support) to join our team and provide exceptional customer support.
Responsibilities:
Responsibilities:
- Act as the first point of contact for customers seeking technical assistance through various channels (email, chat, phone)
- Identify, troubleshoot, and resolve tier 1 technical issues related to software applications and systems
- Document and track customer interactions in the ticketing system, ensuring accurate and timely updates
- Escalate complex issues to Tier 2 support or relevant technical teams as needed
- Provide excellent customer service by ensuring a positive customer experience and effective communication throughout the support process
- Participate in training sessions to enhance technical knowledge and customer service skills
- Stay up to date with product updates and changes to assist customers effectively
- Minimum 2+ years in a customer-facing technical role
- Bachelor's in Computer Science or Engineering (or equivalent)
- Analytical approach to problem-solving and critical thinking
- Bias for action and inherent curiosity
- Growth mindset / continuous learning orientation
- Passionate about AI, agentic AI, LLMs, and automation
- Excellent oral and written communication
- Experience working in a fast-paced environment
- Strong understanding of APIs (REST, GraphQL, gRPC)
- Solid understanding of cloud foundations (AWS / Azure / GCP)
- Familiarity with AI concepts (LLMs, embeddings, vector DBs, prompt engineering)
- Strong familiarity with authentication (SAML, OAuth, etc.)
- Experience with databases and data integration principles
- Knowledge / proficiency in JavaScript and CSS
- Experience troubleshooting technical issues (Postman, HAR files etc.)
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