The Technical Support Engineer will provide Tier 1 support, troubleshoot issues, assist customers via email and Zoom, and create support resources while ensuring SLA compliance.
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:- 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
- Help customers realize the value with exceptional technical support
- Communicate customer needs and provide product feedback to product management and engineering
- Participate in internal projects and initiatives
- Working hours will be on US Eastern, UK/GMT, or APAC:
- 1st position: work hours 9:00 - 18:00 in UK time zone
- 2nd position: work hours 9:00 - 18:00 in US EAST time zone
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
- Advanced English
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.)
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
Top Skills
Apis (Rest
AWS
Azure
CSS
GCP
GraphQL
Grpc)
JavaScript
Similar Jobs
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
The Staff Full Stack Software Engineer will lead the development of scalable solutions, enhance team collaboration, and drive product innovation while addressing churn and growth challenges.
Top Skills:
GoPythonReact
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Lead and manage data analysis projects at Pfizer, utilizing strong communication and analytical skills to improve processes and guide operational teams.
Top Skills:
Edoc FrameworkPower BITableau
Artificial Intelligence • Fintech • Information Technology • Logistics • Payments • Business Intelligence • Generative AI
The Lead Site Reliability Engineer at Coupa will own and build platforms on modern cloud technologies, ensuring reliable and scalable service delivery. Responsibilities include architectural planning, application containerization, and strategic development in collaboration with product teams.
Top Skills:
AksAnsibleAWSAzureChefDatadogDockerEcsEksKubernetesNewrelicRubyTerraform
What you need to know about the Belfast Tech Scene
If asked to name the birthplace of the RMS Titanic, you might not say Belfast. Similarly, if asked to name Europe's leading destination for foreign direct investment in new software development, Belfast might not come to mind. Yet, both are true. The city has emerged as a tech powerhouse, recently ranked among the best in the U.K. for tech careers — especially for software developers. It also leads the U.K. with the highest percentage of software development jobs advertised.
