Sobre

• 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

• Act as the first point of contact for customers seeking technical assistance through various channels (email, chat, phone).
• Identify, troubleshoot, and resolve tier 1 technical issues related to software applications and systems.
• Document and track customer interactions in the ticketing system, ensuring accurate and timely updates.
• Escalate complex issues to Tier 2 support or relevant technical teams as needed.
• Provide excellent customer service by ensuring a positive customer experience and effective communication throughout the support process.
• Participate in training sessions to enhance technical knowledge and customer service skills.
• Stay up to date with product updates and changes to assist customers effectively.
• 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.)