Technical Support Engineer (tier 1 support)Intetics

Job Description: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:
Help customers through 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 error/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
Help customers realize the value with exceptional technical support
Communicate customer needs and provide product feedback to product management and engineering
Participate in internal projects and initiatives
Working hours will be on US Eastern, UK/GMT, or APAC:
1st position: work hours 9:00 - 18:00 in UK time zone
2nd position: work hours 9:00 - 18:00 in US EAST time zone
Requirements:
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.)
Preferred Qualifications:
Experience with iPaaS or automation platforms
Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP)
Prior experience as a developer/software engineer
Intetics

Philippines
Permanent
Full-time