Technical Support Engineer (Tier 1 Support)

New

Intetics Inc.Software Development

Philippines, 9:00 - 18:00 UK time zone or 9:00 - 18:00 US EAST time zoneFull-TimeEntry

Salary not disclosed

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Job Details

Minimum 2+ years in a customer-facing technical role.
Bachelor’s in Computer Science or Engineering (or equivalent).
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 or proficiency in JavaScript and CSS.
Experience troubleshooting technical issues (Postman, HAR files etc.).
Advanced English proficiency.
Analytical approach to problem-solving and critical thinking.
Experience working in a fast-paced environment.

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.
Communicate customer needs and provide product feedback to product management and engineering.

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