1007 | Technical Support Engineer

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.

• 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
• Growth mindset to continually learn and improve 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)
• Familiarity with AI concepts such as LLMs, embeddings, vector databases, prompt engineering
• Strong familiarity with authentication concepts and techniques (e.g., SAML, OAuth)
• Experience working with database technologies and data integration principles
• Knowledge and proficiency in JavaScript and CSS
• Experienced in troubleshooting technical issues using tools such as Postman, HAR files

Nice to have:

• Experience with iPaaS or automation platforms
• Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP)
• Prior experience as a developer/software engineer

• 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, ensuring response within SLAs
• Accelerate investigations and minimize support ticket resolution times via live Zoom calls
• Troubleshoot logs to identify errors/exceptions and their root causes
• 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 to improve team processes for efficiency and better customer experience
• Create support knowledge base articles, enablement resources, or automation workflows for common issues
• Communicate customer needs and provide product feedback to product management and engineering
• Participate in internal projects and initiatives