Technical Support Specialist L2

Technical Support Engineer

About Intellias

With over 20 years of market experience , Intellias brings together technologists, creators, and innovators across Europe, North and Latin America, and the Middle East. Join our international team and help solve tomorrow's most advanced technology challenges while working with global enterprises and Fortune 500 companies.

Project Overview

As a Technical Support Engineer , you will join a cross-functional Support Team responsible for ensuring the reliability and operational excellence of technology solutions delivered for leading global clients across industries including Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, Telecom & Media , and more.

In this customer-facing role, you will investigate technical incidents, resolve complex issues, collaborate with engineering teams, and contribute to maintaining high service quality while delivering an exceptional customer experience in a 24/7 support environment.

Requirements

• 1+ years of experience in a Technical Support, Application Support, or IT Support role
• Good understanding of software applications, databases, operating systems, and networking fundamentals
• Strong troubleshooting and analytical problem-solving skills
• Experience working with Windows and/or Linux operating systems
• Basic understanding of cloud platforms and cloud security best practices
• Customer-oriented mindset with a passion for delivering excellent support
• Strong verbal and written communication skills with both technical and non-technical stakeholders
• Experience managing multiple support cases while meeting SLA requirements
• Familiarity with Incident Management and Problem Management processes
• Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms
• Experience documenting incidents, troubleshooting steps, and knowledge base articles
• Ability to work independently as well as collaboratively within distributed teams
• Continuous learning mindset and willingness to adopt new technologies
• Availability to work in a 24/7 shift rotation

Responsibilities

• Respond to customer incidents through established communication channels
• Investigate, troubleshoot, and resolve real-time technical issues
• Serve as the first point of contact for users, providing professional and timely support
• Provide technical guidance and consultation to customers
• Escalate complex or out-of-scope issues to appropriate engineering teams
• Track incidents through resolution while ensuring SLA compliance
• Monitor enterprise systems to maintain business continuity
• Analyze incident trends and contribute to continuous service improvements
• Collect and report incident metrics and operational statistics
• Participate in Major Incident Management when required
• Ensure Root Cause Analysis (RCA) is completed and documented for critical incidents
• Coordinate with external vendors when necessary
• Maintain accurate support documentation and contribute to the knowledge base
• Continuously identify opportunities to improve support processes and operational efficiency
• Deliver a high-quality customer experience by providing reliable, responsive, and effective technical support

Preferred Qualifications

• Experience supporting cloud-based applications or SaaS platforms
• Familiarity with monitoring and logging tools
• Basic scripting knowledge (Bash, PowerShell, Python, etc.)
• Understanding of ITIL principles and service management best practices
• Experience working in enterprise or international support environments

Why Join Intellias?

• Work with Fortune 500 customers on innovative technology solutions
• International and collaborative work environment
• Opportunities for continuous learning and career growth
• Exposure to modern cloud technologies and enterprise-scale systems
• Dynamic, supportive, and innovation-driven culture
• Opportunity to make a meaningful impact while working with global engineering teams