Technical Support Engineer

IllTip; Portugal; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work arrangement

US Mountain Time hours

Job summary

IllTip is seeking a capable technical support specialist to join our AI-powered identity and fraud prevention platform team. The role involves quickly resolving customer issues, gathering diagnostics, and escalating when needed, with a focus on clear communication and empathy.

The ideal candidate has 1–3 years in a customer-facing technical role, is comfortable with APIs, logs, and basic JavaScript, and remains organized under a reactive queue.

Qualifications

• 1–3 years in technical support, customer success or a similar customer-facing technical role.
• Excellent written and verbal communication with an empathetic manner.
• Comfortable with APIs, logs and authentication concepts.
• Able to read basic JavaScript.

Responsibilities

• Respond quickly to incoming support requests and clarify what the customer needs.
• Hold short calls with customers when written exchanges are slow.
• Gather logs, screenshots, timestamps, configuration details and reproduction steps.
• Diagnose dashboard, API and integration issues and decide when to resolve or escalate.
• Write clear internal notes so senior engineers can pick up cases smoothly.
• Keep support tickets accurate and up to date while meeting response targets.

Skills

APIs

Logs

JavaScript basics

Customer empathy

Organised

Curious

Tools

Authentication concepts

Job description

This role sits at the front line of technical support for an AI-powered identity and fraud prevention platform used by hundreds of banks and fintech businesses. It suits a practical problem-solver who enjoys helping customers untangle technical issues, asking the right questions, and passing well-documented cases to senior colleagues. The team works to US Mountain Time hours, with a hybrid arrangement for remote staff. It is a good fit for someone with one to three years of customer-facing technical experience who is calm under pressure and keen to keep learning.

Responsibilities

• Respond quickly to incoming support requests and clarify what the customer needs
• Hold short calls with customers when written exchanges are slow
• Gather logs, screenshots, timestamps, configuration details and reproduction steps
• Diagnose dashboard, API and integration issues and decide when to resolve or escal​ate
• Write clear internal notes so senior engineers can pick up cases smoothly
• Keep support tickets accurate and up to date while meeting response targets

Requirements

• 1-3 years in technical support, customer success or a similar customer-facing technical role
• Comfortable with APIs, logs and authentication concepts
• Able to read basic JavaScript
• Excellent written and verbal communication with an empathetic manner
• Organised and steady in a busy, reactive queue
• Curious and self-directed

Open to applicants anywhere in the world.