Support Engineer providing high - quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
About the role
- Technical Support Engineer providing technical support for clients using IntellectEU's CatBM Product. Conducting demos, managing support tickets, and ensuring customer satisfaction.
Responsibilities
- Conducting demos of the product to the IntellectEU customers, guiding customers through the software UI.
- Prepare, lead, and follow up on client calls and support on customers' questions.
- Execute day-to-day activities across support tickets, onboarding/installations, and customer technical requests.
- Maintain regular client communication to ensure transparency and trust, clearly explaining progress updates, risks, tight deadlines, or delays.
- Support incident handling and escalations by troubleshooting issues and coordinating with Engineering when needed.
- Collect logs, system data, and contextual information to support root cause analysis and issue resolution.
- Monitor progress on assigned technical tasks and proactively inform clients about timelines, risks, and dependencies.
- Maintain accurate ticket updates and delivery documentation.
- Contribute to improving the processes, runbooks, and internal tooling based on hands-on experience.
- Participate in covering 24/7 on-call shifts.
Requirements
- Strong hands-on troubleshooting skills and incident/problem-solving mindset
- Troubleshooting ability using logs, traces, and structured investigation
- Solid understanding of APIs and integrations (REST/JSON, authentication, webhooks)
- Experience installing, configuring, and validating complex software platforms
- Practical knowledge of system upgrades, patching, and operational maintenance
- Experience installing, configuring, validating, and maintaining software in client environments
- Proficiency with ticketing and delivery tools (e.g., Jira Service Management/Zendesk, Jira, Confluence)
- Strong documentation skills (runbooks, SOPs, installation guides, client updates)
- Maintaining up-to-date knowledge of client infrastructures and environments
- Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents
Benefits
- Excellent compensation and benefits package, including medical insurance and sports activities
- International experience in a stable company
- A passionate team in an innovative, casual, positive, and open work environment
- Great opportunities for personal and professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Data Support Analyst providing technical expertise at Valpak for environmental compliance. Involves data manipulation, automation of processes, and handling large datasets.
Business Systems Support Analyst at Culligan Water Ireland providing support for CRM and finance systems. Responsibilities include user support, data integrity, training, and stakeholder management.
IT Support Technician providing first - line support for network and telecommunications issues at Medline. Delivering service across European locations while ensuring documentation and system stability.
Senior Product Support Engineer providing advanced technical support for data infrastructure products. Collaborating with engineering teams to resolve customer escalations and improve platform performance.
Technical Support Representative at Skydio providing expertise on drone products. Collaborating with customers and internal teams to solve technical issues and enhance user experience.
Technical Support Representative providing high quality telephone technical support and problem resolution for customers. Assisting with account - related issues and collaborating with team for performance maximization.
Technical Support Specialist providing technical phone support for pharmacy automation solutions. Instructing customers and field engineers in hardware and software maintenance with exceptional customer service.
As a support technician at NEXDOM Healthtech, assist clients with technical inquiries and enhance service processes. Collaborate with teams to document solutions and maintain client satisfaction.
Junior Technical Analyst supporting project development in Tenda, a leading economic housing company in Brazil. Focus on technical project management and successful project delivery.