Technical Support Engineer

Intetics Inc., a global technology company providing custom software application development, distributed professional teams, software product quality assessment, and «all-things-digital» solutions, is looking for a Technical Support Engineer to join our dynamic team. Working hours: 9:00 - 18:00 in UK time zone OR 9:00 - 18:00 in US EAST time zone What You Will Do • 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. 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