Middle Technical Support Engineer
Intellias
This role is a technical support position within a cross-functional support team for global clients. You will handle incidents, service requests, user lifecycle management, SaaS administration, endpoint support (macOS), and identity/access management (Okta, SSO). It's a customer-facing role focused on troubleshooting and operational excellence.
Brak jawnych widełek — wynagrodzenie do ustalenia podczas rekrutacji.
Brakuje: team size and structure, on-call or after-hours support requirements.
This role is a technical support position within a cross-functional support team for global clients. You will handle incidents, service requests, user lifecycle management, SaaS administration, endpoint support (macOS), and identity/access management (Okta, SSO). It's a customer-facing role focused on troubleshooting and operational excellence.
- ✓Flexible work schedule
- ✓E-learning accounts for Coursera, O'Reilly, Udemy
- ✓Corporate language school
- ✓Large company (501+ employees) offering stability
- !Nice-to-have includes 'Experience in 24/7 support environments / shift work' - unclear if shift work is required or not
- !Wide range of required skills may be overwhelming for some candidates
- !No mention of on-call or after-hours support requirements
- ?Brak jawnych widełek — wynagrodzenie do ustalenia podczas rekrutacji
- •Responding to support incidents and service requests via defined channels in line with SLAs
- •Performing advanced technical troubleshooting and root cause analysis
- •Managing user access requests (provisioning, deprovisioning, permission changes) across multiple SaaS platforms
- •Administering collaboration tools (Slack, Zoom, Google Workspace) including configuration and user management
- •Handling macOS device provisioning and hardware support using MDM (JAMF)
- •Maintaining and updating documentation (runbooks, knowledge base articles, operational procedures)
- •Identifying opportunities for automation and implementing improvements to optimize support processes
- •Acting as Incident Manager during Major Incidents when required
Oferta skierowana do developerów z doświadczeniem komercyjnym (Mid).
Someone with at least 2 years in IT support, basic ITIL understanding, and the ability to handle SaaS platforms and macOS troubleshooting. B2 English is a must.
Junior candidates with less than 2 years of support experience or without hands-on experience with Okta and SaaS admin. Also not for those seeking only development roles - this is a support role.
- ?What is the team size and structure?
- ?Is there an on-call rotation or after-hours support required?
- ?What is the typical volume of tickets per day?
- ?Are there opportunities to work on automation projects?
- ?How is performance measured and what are the career progression opportunities?
- ?What specific tools are used for automation (e.g., scripts, APIs)?
- ?Is the support role dedicated to one client or multiple clients?
- ?What is the onboarding process like for new hires?
- −Team size and structure
- −On-call or after-hours support requirements
- −Shift work details (though mentioned as nice-to-have, not clarified if mandatory)
- −Career progression paths
- −Details on tools used for automation
- −Number of clients or projects supported
Collaborative, cross-functional support team with a focus on customer satisfaction and continuous improvement. The environment is dynamic and supportive, with an emphasis on learning and automation.