Technical Support Engineer

Intetics

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

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

Apply

Vacancy posted 13 hours ago

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