1007 | Technical Support Engineer

Intetics; Remote; GBP 30,000 - 45,000; Full time

Job summary

A global technology company is seeking a Technical Support Engineer to join their team in the United Kingdom. The role involves assisting customers with technical queries, providing support through various channels, and troubleshooting complex issues. The ideal candidate should have a Bachelor’s degree in a technology-related field, at least 2 years of experience in a technical support role, and a strong understanding of APIs and cloud technologies. This position offers opportunities for growth in a dynamic and fast-paced environment.

Qualifications

• Minimum 2+ years of experience in a customer-facing technical role.
• Ability to troubleshoot technical issues efficiently.
• Strong understanding of foundational internet and cloud technologies.

Responsibilities

• Help customers by answering technical questions.
• Provide support via email, chat, and Zoom.
• Troubleshoot logs to identify errors and root causes.

Skills

Customer support experience

Analytical problem-solving

Effective communication

Knowledge of APIs

Understanding of cloud technologies

Technical troubleshooting

Familiarity with AI concepts

Education

Bachelor’s degree in Computer Science or Engineering

Tools

Postman

Database technologies

Job description

Intetics Inc., aglobal technology company providing custom software application development, distributed professional teams, software product quality assessment, and «all-things-digital» solutions, islooking for aTechnical Support Engineer tojoin 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
  

• 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
• Have a growth mindset to continually learn and improve your 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, etc.)
• Familiarity with AI concepts, such as LLMs, embeddings, vector databases, prompt engineering, etc.
• Strong familiarity with Authentication concepts and techniques (e.g., SAML, OAuth, etc.)
• Experience working with Database technologies and data integration principles
• Knowledge and proficiency in JavaScript and CSS
• Experienced in troubleshooting technical issues using tools and utilities such as 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