Senior Technical Support Engineer

Meet your recruiter Ivanna Kukliak

ivanna.kukliak@intellias...

https://www.linkedin.com...

Vacancy details

ITSM

Support Engineer

Senior

Bulgaria,

Poland,

Portugal,

Ukraine

Remote

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Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

What you will do

Responsibilities:

Respond to support incidents and service requests via defined communication channels in line with SLAs
Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis
Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches
Manage user access requests, including provisioning, deprovisioning, permission changes, and service account/API token setup across multiple SaaS platforms
Support identity and authentication processes, including troubleshooting SSO, MFA, and OAuth/SAML integration issues
Administer collaboration tools (e.g., Slack, Zoom, email platforms), including configuration, user management, and issue resolution
Execute employee lifecycle processes, including onboarding and offboarding (account setup, access revocation, hardware coordination)
Provide endpoint and hardware support, including macOS troubleshooting, device provisioning, and repair coordination
Diagnose and resolve incidents, escalating complex issues with proper documentation when needed
Maintain and update documentation, including runbooks, knowledge base articles, and operational procedures
Identify opportunities for automation and implement improvements to optimize support processes
Act as Incident Manager during Major Incidents when required
Monitor incident trends, gather and report support metrics, and track resolution progress
Collaborate with external vendors where required to support issue resolution
Continuously identify and propose improvements to support processes and operational efficiency
Act as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions

What you need for this

3+years in a technical support or IT support role
Excellent communication skills in English (C1 or higher – written and spoken).
Basic knowledge of server hardware, software, and operating systems.
Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM).
Proven experience in troubleshooting and problem resolution. Ability to analyse complex technical issues
Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc.
Hands-on experience with Okta or similar IdP (SSO configuration, user lifecycle management, MFA troubleshooting)
Proficiency in managing Slack, Zoom, and Google Workspace at an admin level
Experience with macOS and MDM solutions (e.g., JAMF), device provisioning & lifecycle
Familiarity with ticketing systems (Jira Service Management preferred)
Familiarity with GitHub/GitLab, Jira/Confluence (access and configuration)
Basic knowledge of Networking (DNS, connectivity)
Hands-on administration of SaaS platforms (Google Workspace, Slack, Zoom, Notion, etc.)
Exposure to enterprise SaaS tools (Databricks, Artifactory, Contentful, etc.)
Strong troubleshooting skills across SaaS, access, and endpoint environments
Ability to work independently and manage multiple tasks.
Ability to automate operational tasks and troubleshooting steps
Good analytical and problem-solving skills.
Good time management and prioritisation skills.
Strong communication and customer service skills.
Eagerness to help and provide service to users.
Stress-resilient, capable of handling customer queries calmly.
An enthusiastic attitude towards learning new technologies and methodologies
Able to adapt to dynamic environments, keep up with the Client’s requirements

Good to Have:

Automation/scripting, security & compliance exposure
Experience with access governance tools (Opal, Lumos, or similar)
Familiarity with developer tooling admin (GitHub/GitLab org management, Artifactory, CI/CD basics)
Knowledge of SCIM provisioning, SAML/OAuth debugging
Experience in a SaaS-heavy tech company environment (30+ tools in stack)
AWS IAM familiarity (console access, role-based permissions)
Practical experience with ITIL processes, ability to explain lifecycle of each issue type
Knowledge of dynamic alerting and anomaly detection in monitoring tools.
Experience in 24/7 support environments / shift work

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.