Technical Support Engineer

November 19

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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 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.