Technical Support Engineer at Intetics Inc. | Remote

Intetics Inc.Remote — Manila, Philippines

Remote Full-time

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Experience Level

Experience

Qualifications

Requirements:Minimum 2 years of experience in a customer-facing technical role. Bachelor's degree in Computer Science, Engineering, or equivalent technical expertise. A strong analytical approach to problem-solving, with the ability to think critically and act swiftly. A proactive mindset with a thirst for learning and researching solutions. A growth-oriented perspective aimed at continuous skill enhancement. Passion for AI, agentic AI, LLMs, and automation technologies. Exceptional oral and written communication abilities. Experience working in a fast-paced environment with adaptability. Solid understanding of APIs, including REST, GraphQL, or gRPC. Familiarity with foundational internet and cloud technologies (AWS, Azure, GCP). Knowledge of AI concepts such as LLMs, embeddings, vector databases, and prompt engineering. Strong understanding of authentication methods (SAML, OAuth). Experience with database technologies and data integration principles. Proficient in JavaScript and CSS. Skilled in troubleshooting technical issues using tools like Postman and HAR files.

About the job

Working hours:

9:00 AM - 6:00 PM in UK time zone or 9:00 AM - 6:00 PM in US Eastern time zone.

Your Responsibilities:

Assist customers by addressing their most challenging technical inquiries.
Deliver technical support through email, chat, and Zoom sessions.
Manage multiple concurrent issues of varying severity, ensuring adherence to established SLAs.
Accelerate investigations and reduce support ticket resolution times via live Zoom interactions.
Troubleshoot logs to pinpoint errors and their root causes.
Serve as Incident Commander during service incidents and update the status page accordingly.
Stay informed on the latest platform features.
Collaborate with internal teams to enhance processes for increased efficiency and improved customer experience.
Develop knowledge base articles, enablement resources, or automation workflows for frequently encountered issues.
Communicate customer feedback to product management and engineering teams.
Engage in internal projects and initiatives.

About Intetics Inc.

Intetics Inc. is a premier global technology company dedicated to delivering custom software solutions, distributed professional teams, and comprehensive digital services designed to meet the unique needs of our clients. We pride ourselves on our innovative approach and commitment to quality.

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