Technical Support Specialist L2

Technical Support EngineerAbout IntelliasWith 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 OverviewAs 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.Requirements1+ years of experience in a Technical Support, Application Support, or IT Support roleGood understanding of software applications, databases, operating systems, and networking fundamentalsStrong troubleshooting and analytical problem-solving skillsExperience working with Windows and/or Linux operating systemsBasic understanding of cloud platforms and cloud security best practicesCustomer-oriented mindset with a passion for delivering excellent supportStrong verbal and written communication skills with both technical and non-technical stakeholdersExperience managing multiple support cases while meeting SLA requirementsFamiliarity with Incident Management and Problem Management processesExperience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platformsExperience documenting incidents, troubleshooting steps, and knowledge base articlesAbility to work independently as well as collaboratively within distributed teamsContinuous learning mindset and willingness to adopt new technologiesAvailability to work in a 24/7 shift rotationResponsibilitiesRespond to customer incidents through established communication channelsInvestigate, troubleshoot, and resolve real-time technical issuesServe as the first point of contact for users, providing professional and timely supportProvide technical guidance and consultation to customersEscalate complex or out-of-scope issues to appropriate engineering teamsTrack incidents through resolution while ensuring SLA complianceMonitor enterprise systems to maintain business continuityAnalyze incident trends and contribute to continuous service improvementsCollect and report incident metrics and operational statisticsParticipate in Major Incident Management when requiredEnsure Root Cause Analysis (RCA) is completed and documented for critical incidentsCoordinate with external vendors when necessaryMaintain accurate support documentation and contribute to the knowledge baseContinuously identify opportunities to improve support processes and operational efficiencyDeliver a high-quality customer experience by providing reliable, responsive, and effective technical supportPreferred QualificationsExperience supporting cloud-based applications or SaaS platformsFamiliarity with monitoring and logging toolsBasic scripting knowledge (Bash, PowerShell, Python, etc.)Understanding of ITIL principles and service management best practicesExperience working in enterprise or international support environmentsWhy Join Intellias?Work with Fortune 500 customers on innovative technology solutionsInternational and collaborative work environmentOpportunities for continuous learning and career growthExposure to modern cloud technologies and enterprise-scale systemsDynamic, supportive, and innovation-driven cultureOpportunity to make a meaningful impact while working with global engineering teams