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🔄 Staff Augmentation

Intetics Inc. is a software development outsourcing and staff augmentation firm hiring for third-party client projects.

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Intetics
Posted 8mo ago

Technical Support Engineer

Intetics
intetics.comView all open roles
Manila, /, Philippines
RemoteFull Time
Responsibilities
  • Help customers
  • Provide support
  • Troubleshoot logs
Requirements
  • Minimum 2+ years in a customer-facing technical role
  • BS in CS/Engineering
  • Strong problem solving
  • API and cloud tech knowledge
  • AI interest
  • Excellent communication
  • Fast-paced environment
Technical tools mentioned
RESTGraphQLgRPCAWSAzureGCPPostmanHAR filesJavaScriptCSS

Job description

Intetics Inc., a global technology company providing custom software application development, distributed professional teams, software product quality assessment, and «all-things-digital» solutions, is looking for a Technical Support Engineer to join 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

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