# 1007 | Technical Support Engineer

**Company:** [Intetics](http://jobs.workable.com/companies/gDvZSRWtedxcHZawvZWQAz.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/88bb9785-ec14-4433-a460-0f0d45a169a5)

## Description

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