Senior Technical Support Engineer (24/7 rotation)

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! 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. The person in this position must be willing to work in shifts - 24/7 rotation. 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 Qualifications • 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 Will be a plus: • 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 Perks and Benefits: • Flexible work schedule. • Fixed financial bonus issued upfront on a quarterly basis, covering the average market price of private medical care and sport card - B2B contract. • Present on the occasion of birthday, wedding, child birth. • E-learning accounts for Coursera, O'Relly, Udemy. • Corporate language school.