Technical Support Specialist
hace 4 días
Company Overview: At Intellias, we bring together technologists, creators, and innovators in Europe, North and Latin America, and the Middle East. With over 20 years of market experience, we're always on the lookout for exceptional talent to join our team in Colombia.
Job Description: As a Middle Technical Support Engineer (L1-L2) 24/7 shifts, you will be responsible for responding to support incidents via defined communication channels, investigating real-time incidents, and providing reliable, friendly, and trustworthy frontline support to customers.
Required Skills and Qualifications:
- Able to work 24/7 shifts
- Over 2 years of experience in technical support
- Good command of TCP/IP, DNS, and other networking concepts and troubleshooting in networking
- Proficient in Postman, Swagger, or similar tools for API testing
- Strong understanding of RESTful APIs, JSON, and XML
- Experience with monitoring tools such as Datadog
- Good technical aptitude and understanding of software applications, databases, operating systems
- Problem-solving and troubleshooting skills with the ability to analyze monitoring functions and provide effective solutions
- Good communication and interpersonal skills, with the ability to convey technical information clearly to non-technical customers
- Ability to manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail
- Understanding of Incident and Problem management processes, ticketing systems (JSM, Linear, etc.), and support tools
- Experience in documenting support cases, resolutions, or knowledge-base articles
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