1007 | Technical Support Engineer

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