Intetics

Technical Support Engineer L1 – L3

Intetics

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

AWSAzureCloudGoogle Cloud PlatformGraphQLGRPCJavaScript

About the role

  • - 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
  • - Advanced English
  • **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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
APIsRESTGraphQLgRPCAWSAzureGCPJavaScriptCSStroubleshooting
Soft skills
analytical approachcritical thinkingbias for actioncuriositygrowth mindsetcontinuous learningexcellent communicationcustomer-facing experienceproblem-solvingcollaboration
Certifications
AWS certificationAzure certificationGCP certification