Intradyn

Support Engineer

• Answer incoming support phone calls in a professional and helpful manner.
• Create new support tickets in CRM.
• Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes.
• Assign tickets to the appropriate team members when needed.
• Reply to customers with updates based on information provided by internal team members.
• Follow up with customers to collect missing information, screenshots, logs, or details.
• Monitor open tickets and make sure customers receive timely responses.
• Help coordinate communication between customers and the internal support or technical team.
• Maintain a clear and organized record of customer issues and actions taken.
• Review customer issues and perform initial troubleshooting.
• Search DevSecOps for similar past tickets and review previous solutions.
• Use known fixes, documentation, and internal notes to help resolve common issues.
• Work with other support and technical team members to determine possible solutions.
• Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue.
• Identify when an issue requires a technical call, deeper investigation, or code change.
• Escalate complex issues to Level 3 support with clear notes and all relevant information.
• Document repeated issues, common fixes, and troubleshooting steps for future reference.
• Help improve the internal knowledge base by identifying patterns in support tickets.

Technical Support Specialist, Level 1-2