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
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
Vacancy posted 2 days ago
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