Technical Support Engineer

3 days ago

Manila, National Capital Region, Philippines Intetics Full time

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

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