Senior Support Engineer

About US:

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!

Requirement:

• 2-3 years of experience as a L2/L3 support specialist
• Bachelor’s or master’s degree in Computer Science or related fields
• Strong experience with Magento 2.4 is a big plus
• Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc
• Experience with MS Azure, AWS or Google Cloud will be a plus
• Hands-on experience in application or web application support
• Good understanding of SQL
• Experience with Postman
• Good understanding of HTTP Technologies
• Good TCP/IP knowledge
• Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
• Experience with REST API
• Understanding of CI/CD process and implementation experience
• Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices
• Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc
• Strong communication skills, soft skills and stress-resistance is a must
• Good English level is required, both spoken and written (B2)
• Empathy, psychology and trusted communication building skills are a plus
• The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position. **

Nice to have:

• Experience working in large or enterprise-level organizations
• Familiarity with corporate processes, compliance rules, and structured communication channels
• Understanding of ITSM frameworks (e.g. ITIL) and adherence to Change, Incident, and Problem Management procedures
• Experience operating within environments that require strict documentation, traceability, and approval flows
• Ability to collaborate effectively across multiple teams and departments (e.g. Development, QA, Operations, Business stakeholders)
• Awareness of security, privacy, and governance standards typical for global companies
• Strong understanding of escalation paths, reporting lines, and responsibility segregation
• Ability to balance speed of issue resolution with compliance to organizational policies