Technical Support Engineer, Tier 1 Support

November 18

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Intetics

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Artificial Intelligence • Software Development • Enterprise

Intetics is an innovative company providing custom software development services, specializing in AI and machine learning solutions. They offer Remote In-Sourcing® to build expert teams for software engineering and data processing projects, along with advanced tools like TETRA™ for software quality assessment. Intetics aims to empower businesses by leveraging high-quality data and integrating modern technologies across various industries, including healthcare, finance, and more.

501 - 1000 employees

Founded 1995

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• 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 • **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