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Technical Support Engineer

1 month, 1 week ago
United States, United Kingdom, Philippines
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS Azure CSS GCP GraphQL gRPC JavaScript LLM OAuth Postman REST API SAML
Apply Now
Intetics

Intetics

Intetics is a top custom software development company with 28 years of experience, offering high-quality software applications and AI/ML integration. They excel in various industries and provide global talent solutions for exceptional project outcomes.

Internet Software & Services
1K-5K
Founded 1995
View All Jobs 26

Description

  • Answer customers’ toughest technical questions and provide technical support via email, chat, and Zoom.
  • Manage multiple concurrent support issues with varying severity while meeting established SLAs.
  • Accelerate investigations and reduce ticket resolution times through live Zoom troubleshooting sessions.
  • Troubleshoot logs to identify errors, exceptions, and root causes.
  • Act as Incident Commander during service incidents and keep the Status page updated.
  • Stay current on platform features and product changes.
  • Collaborate internally to improve support processes and customer experience.
  • Create knowledge base articles, enablement materials, and automation workflows for recurring 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 in a customer-facing technical support role.
  • Bachelor’s degree in Computer Science or Engineering, or equivalent technical knowledge and skills.
  • Strong analytical and critical-thinking skills to solve problems quickly.
  • Bias for action and curiosity to research and learn solutions.
  • Growth mindset with a desire to continually learn and improve.
  • Passion for AI, agentic AI, LLMs, and automation.
  • Excellent oral and written communication skills.
  • Ability to work effectively in a fast-paced environment.
  • Strong understanding of APIs, including REST, GraphQL, or gRPC.
  • Solid understanding of foundational internet and cloud technologies such as AWS, Azure, or GCP.
  • Familiarity with AI concepts such as LLMs, embeddings, vector databases, and prompt engineering.
  • Strong familiarity with authentication concepts and techniques such as SAML and OAuth.
  • Experience with database technologies and data integration principles.
  • Knowledge of JavaScript and CSS.
  • Experience troubleshooting with tools such as Postman and HAR files.
  • Experience with iPaaS or automation platforms is preferred.
  • Certifications in relevant cloud technologies such as AWS, Azure, or GCP are preferred.
  • Prior experience as a developer or software engineer is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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