1007 | Technical Support Engineer (Tier 1 support)

Intetics; Brasil; Presencial; BRL 89 280 - 133 920; Tempo integral

Resumo da oferta

A leading American technology company is looking for a Technical Support Engineer (Tier 1 Support) to provide exceptional customer support. The role requires a Bachelor’s degree in a technical field and 2+ years of experience in a customer-facing technical role. Candidates should have strong communication skills and be familiar with APIs and cloud foundations. This is a full-time entry-level position based in Brazil, offering work hours aligned with US Eastern and UK time zones.

Qualificações

• Minimum 2+ years in a customer-facing technical role.
• Strong problem-solving and analytical skills.
• Experience in a fast-paced environment.

Responsabilidades

• Help customers answer their toughest technical questions.
• Provide technical support using email, chat, and Zoom.
• Troubleshoot logs to identify error/exceptions.

Conhecimentos

Analytical approach to problem-solving

Excellent oral and written communication

Customer technical support

Formação académica

Bachelor's in Computer Science or Engineering

Ferramentas

APIs (REST, GraphQL, gRPC)

AWS

Azure

GCP

JavaScript

CSS

Descrição da oferta de emprego

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

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

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industry: IT Services and IT Consulting

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