Senior Technical Support Engineer (24/7 rotation)

Intellias is a global technology partner with over 20 years of experience, bringing together innovators to solve complex challenges for Fortune 500 leaders. We are looking for a Senior Technical Support Engineer to join our cross-functional team and provide high-quality support in a 24/7 rotation environment.

Key responsibilities

• Respond to support incidents and service requests while adhering to defined SLAs.
• Perform advanced technical troubleshooting, root cause analysis, and validation of resolution approaches.
• Manage user access, provisioning, and authentication processes including SSO, MFA, and OAuth/SAML integrations.
• Administer collaboration tools and SaaS platforms, ensuring operational excellence.
• Maintain technical documentation, runbooks, and knowledge base articles to optimize support processes.

Requirements

• Minimum 3 years of experience in a technical or IT support role.
• Excellent English communication skills (C1 or higher).
• Practical understanding of ITIL processes and experience with help desk software like Jira Service Management.
• Hands-on experience with IdP solutions like Okta, macOS management, and MDM tools.
• Strong analytical skills with the ability to automate operational tasks and troubleshoot complex SaaS environments.
• Willingness to work in a 24/7 shift rotation.

What we offer

• Flexible work schedule tailored to your needs.
• Access to e-learning platforms including Coursera, O'Reilly, and Udemy.
• Corporate language school to support your professional development.
• Special occasion bonuses for birthdays, weddings, and the birth of a child.