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
Skills Required
- Minimum 2+ years in a customer-facing technical role
- Bachelor's in Computer Science or Engineering (or equivalent)
- Analytical problem-solving and critical thinking
- Bias for action, curiosity, growth mindset, continuous learning
- Excellent oral and written communication; Advanced English
- Experience working in a fast-paced environment
- 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)
- Experience with databases and data integration principles
- Knowledge / proficiency in JavaScript and CSS
- Experience troubleshooting technical issues (Postman, HAR files)
- Passion for AI, agentic AI, LLMs, and automation
- Experience with iPaaS or automation platforms
- Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP)
- Prior experience as a developer/software engineer
What We Do
Intetics Inc. is a leading American technology company providing custom software application development, distributed professional teams creation, software product quality assessment, and “all-things-digital” solutions built with SMAC, RPA, AI/ML, IoT, blockchain, and GIS/UAV/LBS technologies. Based on proprietary pioneering business models of Offshore Dedicated Team® and Remote In-Sourcing®, an advanced Technical Debt Reduction Platform (TETRA™) and measurable SLAs for software engineering, Intetics helps innovative organizations capitalize on global talent with our in-depth engineering expertise based on our Predictive Software Engineering framework. Intetics core strength lays in design of software products in conditions of incomplete specifications. We have extensive industry expertise in Education, Healthcare, Logistics, Life Sciences, Finance, Insurance, Communications, and custom ERP, CRM, Intelligent Automation and Geospatial solutions. Our advanced software engineering background and outstanding quality management platform, along with an unparalleled methodology for talent acquisition, team building and talent retention, guarantee that our clients receive exceptional results for their projects. At Intetics, our outcomes do not just meet clients expectations, they have been exceeding them for a quarter of a century. Intetics operates from multiple offices in the USA, Europe and Latin America, hiring the best talent available worldwide. Intetics is ISO 9001 (quality) and ISO 27001 (security) certified and a Microsoft Gold, Amazon, and UiPath Silver partner. The company’s innovation and growth achievements are reflected in winning prestigious titles and awards, including Inc5000, Software 500, CRN 100, American Business, Deloitte Fast 50, European IT Excellence, Best European BPO, Stevie People’s Choice, Clutch and ACQ5 Awards, IAOP Global Outsourcing 100 and Fortune Innovative 300 lists.
