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

• 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

Intetics Inc. is a leading American technology company providing custom software application development, distributed professional teams creation, software product quality assessment, and "all-things-digital" solutions built with SMAC, RPA, AI/ML, IoT, blockchain, and GIS/UAV/LBS technologies. Based on proprietary pioneering business models of Offshore Dedicated Team® and Remote In-Sourcing®, an advanced Technical Debt Reduction Platform (TETRA ) and measurable SLAs for software engineering, Intetics helps innovative organizations capitalize on global talent with our in-depth engineering expertise based on our Predictive Software Engineering framework. Intetics core strength lays in design of software products in conditions of incomplete specifications. We have extensive industry expertise in Education, Healthcare, Logistics, Life Sciences, Finance, Insurance, Communications, and custom ERP, CRM, Intelligent Automation and Geospatial solutions. Our advanced software engineering background and outstanding quality management platform, along with an unparalleled methodology for talent acquisition, team building and talent retention, guarantee that our clients receive exceptional results for their projects. At Intetics, our outcomes do not just meet clients expectations, they have been exceeding them for a quarter of a century. Intetics operates from multiple offices in the USA, Europe and Latin America, hiring the best talent available worldwide. Intetics is ISO 9001 (quality) and ISO 27001 (security) certified and a Microsoft Gold, Amazon, and UiPath Silver partner. The company's innovation and growth achievements are reflected in winning prestigious titles and awards, including Inc5000, Software 500, CRN 100, American Business, Deloitte Fast 50, European IT Excellence, Best European BPO, Stevie People's Choice, Clutch and ACQ5 Awards, IAOP Global Outsourcing 100 and Fortune Innovative 300 lists. You can find more information at https://intetics.com We invite you to join Intetics TEAM! Apply For This Job Do you still have some outstanding questions?