Technical Support Engineer

Intro:

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!

Project Overview:

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:

• 3+years in a technical support or IT support role
• Excellent communication skills in English (C1 or higher – written and spoken).
• Basic knowledge of server hardware, software, and operating systems.
• Understanding of ITIL principles and practices.
• Proven experience in troubleshooting and problem resolution. Ability to analyse complex technical issues
• Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc.
• Ability to work independently and manage multiple tasks.
• Hands-on experience with API troubleshooting (REST, Postman, Swagger) and integrations.
• Familiarity with monitoring tools (Grafana, New Relic, Kibana, CloudWatch, Azure Monitor).
• Proven experience supporting Cloud Environments (AWS/Azure/GCP)
• Practical understanding of ITIL processes (incident, problem, change).
• Good analytical and problem-solving skills.
• Good time management and prioritisation skills.
• Strong communication and customer service skills.
• Eagerness to help and provide service to users.
• Stress-resilient, capable of handling customer queries calmly.
• An enthusiastic attitude towards learning new technologies and methodologies
• Able to adapt to dynamic environments, keep up with the Client’s requirements

Good to Have:

• Familiarity with CI/CD pipelines, Docker, or Kubernetes.
• Basic scripting skills (Bash, PowerShell, or Python).
• Experience integrating support tools (Jira, Opsgenie, ServiceNow, Confluence).
• Knowledge of dynamic alerting and anomaly detection in monitoring tools.

Responsibilities:

• Response to support incidents via defined communication channel
• Investigation of real-time incidents
• Be reliable, friendly and trustworthy frontline of the support/service desk;
• Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problem;
• Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
• Take part in issue escalation and progress tracking;
• Gather and report issue occurrence and resolution statistics;
• Elaborate ideas on improving and optimizing support activities;
• Ensure enterprise systems and business continuity;
• Process, analyze incidents and monitor their fixing;
• Be ready to take a role of Incident Manager in case of Major Incidents;
• Ensure that RCA provided/documented for each critical incident (Postmortem);
• Provide communication with external vendor;
• Concentrate on providing best value for users;