10071 | Technical Support Engineer (L1-L3)
Job Description
Intetics Inc., a leading American technology company specializing in custom software application development, distributed professional teams creation, software product quality assessment, and “all-things-digital” solutions, is on the lookout for a Technical Support Engineer (Tier 1 Support) to join our team and provide exceptional customer support.
The product:
The platform enables organizations to seamlessly integrate systems, orchestrate complex processes, and harness the power of Generative AI to drive efficiency and innovation.
The team:
Every new user we add to our family of citizen automators deserves the best support around. We're not interested in just fixing things for customers; we want to educate and enable them to build on platform with every interaction. We have a deep passion for solving customer problems on Platform Universal Automation Cloud. This could be to help make teams more efficient, send smarter marketing campaigns, or to improve top-level business analytics.
Responsibilities:
- Help customers through 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 error/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
- Help customers realize the value with exceptional technical support
- Communicate customer needs and provide product feedback to product management and engineering
- Participate in internal projects and initiatives
- Working hours will be on US Eastern, UK/GMT, or APAC:
- 1st position: work hours 9:00 - 18:00 in UK time zone
- 2nd position: work hours 9:00 - 18:00 in US EAST time zone
Requirements
- Minimum 2+ years in a customer-facing technical role
- Bachelor’s in Computer Science or Engineering (or equivalent)
- Analytical approach to problem-solving and critical thinking
- Bias for action and inherent curiosity
- Growth mindset / continuous learning orientation
- Passionate about AI, agentic AI, LLMs, and automation
- Excellent oral and written communication
- Experience working in a fast-paced environment
- Advanced English
Technical Skills
- Strong understanding of APIs (REST, GraphQL, gRPC)
- Solid understanding of cloud foundations (AWS / Azure / GCP)
- Familiarity with AI concepts (LLMs, embeddings, vector DBs, prompt engineering)
- Strong familiarity with authentication (SAML, OAuth, etc.)
- Experience with databases and data integration principles
- Knowledge / proficiency in JavaScript and CSS
- Experience troubleshooting technical issues (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
