Technical Support Engineer

1 semana atrás

Brazil Poland Philippines Mexico Intetics Tempo inteiro

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.

Responsibilities:

  • Act as the first point of contact for customers seeking technical assistance through various channels (email, chat, phone).
  • Identify, troubleshoot, and resolve tier 1 technical issues related to software applications and systems.
  • Document and track customer interactions in the ticketing system, ensuring accurate and timely updates.
  • Escalate complex issues to Tier 2 support or relevant technical teams as needed.
  • Provide excellent customer service by ensuring a positive customer experience and effective communication throughout the support process.
  • Participate in training sessions to enhance technical knowledge and customer service skills.
  • Stay up to date with product updates and changes to assist customers effectively.

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.)

About the company

Intetics Inc. is a leading American technology company providing custom software application development, distributed professional teams creation, software product quality assessment, and "all-things-digital" solutions built with SMAC, RPA, AI/ML, IoT, blockchain, and GIS/UAV/LBS technologies.

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