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

Technical Support Engineer

Key Skills

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