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