Technical Support Engineer (Tier 1 support)

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.)