Technical Support Engineer (L1-L2)

Vacancy details
Software Engineering
JavaScript Engineer (NodeJS)
Senior
Colombia
Remote

Client’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using cleint’s application suite, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Store with discounted products and services, The Visa Card, or claim reimbursement backed by Cleint’s world-class member support team.

Client has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 75 NPS, and 98 CSAT ratings from members.

What project we have for you

Build and ship the best possible products accurately and on-time. Solve complex business problems and workflows with highly secure, scalable, and easy-to-use backend APIs and infrastructure. We run our services on Kubernetes using GCP (for now) and AWS (upcoming). We integrate with Stripe, Plaid, and others to make complicated financial transactions a breeze.

What you will do

  • Response to support incidents via defined communication channel.
  • Investigation of real-time incidents.
  • Be reliable, friendly and trustworthy frontline of the support/service desk.
  • Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution.
  • Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting.
  • Use Postman to test, debug, and analyze API endpoints for functionality, performance, and security.
  • Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problem.
  • Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation.
  • Gather and report issue occurrence and resolution statistics.

What you need for this

Requirements:

  • Over 2 years of experience in techical 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 function 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.
  • Able to work 24/7/365 shifts.

Will be a plus:

  • Experience at an early-stage startup is a plus.
  • Experience with message brokers (pub/sub).
  • Fintech experience a plus.

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.

Skills

API
Postman
Support_Engineer
SupportSpecialist

Have not found the most
suitable position
yet?

Leave your resume and we will select a cool option for you.
Good news!
Link copied
Good news!
You did it.
Bad news!
Something went wrong. Please try again.