Technical Support Engineer

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.

• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).

• Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.

Your Role:

• Proactively communicate and document issue status to internal teams and customers.

• Track and manage issues using standard tools such as Salesforce and Jira.

• Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.

• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems

• Utilize AI-powered tooling for analysis, troubleshooting, and/or summarization and text drafting.

• Partner with Technical Experience, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact on the customer and/or Intradiem.

• Exercise sound professional judgment in the analysis of customer issues in order to provide timely resolution.

• Provide excellent customer support while troubleshooting technical issues via phone, web-based tools, and email.

• This role would work standard business hours in the UK (GMT)

• Conduct all business in accordance with Intradiem’s policies and procedures.

• Perform all other duties as assigned.

Your Background:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Minimum of 2-5 years of experience in technical product support, development, or in a troubleshooting capacity.

• 3+ years of experience in the following areas

• SAAS support

• Microsoft SQL Server

• Creating SQL Queries

• Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.

• Experience with Call Center Technology, Software, or Workforce Management Platforms.

• Salesforce or other comparable CRM experience.

• Strong systems administration experience in Windows operating systems.

• Proven analytical and problem-solving skills within a technical environment.

• Skilled communicator with a talent for delivering information clearly and concisely, both in writing and verbally.

• Must be customer-focused and service-oriented with the ability to thrive in a team environment.

• A sense of urgency to serve and contribute to customer success.

• Ability to collaborate with team members and others within Intradiem to resolve support issues.

• Capability to empathize and adapt to new and different situations by reading the behavior of customers.

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.