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.

The product:

The platform enables organizations to seamlessly integrate systems, orchestrate complex processes, and harness the power of Generative AI to drive efficiency and innovation.

The team:

Every new user we add to our family of citizen automators deserves the best support around. We're not interested in just fixing things for customers; we want to educate and enable them to build on platform with every interaction. We have a deep passion for solving customer problems on Platform Universal Automation Cloud. This could be to help make teams more efficient, send smarter marketing campaigns, or to improve top-level business analytics.

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