Technical Support Engineer

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

Preferred Qualifications