Technical Support Engineer (Helpdesk Superhero) for Next-Generation Enterprise Software

First, something about us

Intercax Technologies Pvt. Ltd., located in Pune IT Park, is a subsidiary of Intercax LLC based in Atlanta, USA (www.intercax.com). Intercax is a pioneer and trusted global innovator in model-based systems engineering (MBSE/MBE). Intercax is a high-performing, close-knit, and geographically-distributed team of software developers and application engineers. We are a product company. Our flagship product Syndeia (www.syndeia.com) is used by organizations across the world in designing next-generation systems in aerospace, automotive, electronics, transportation, healthcare, IoT, and other domains.

What will be your role as a Helpdesk Superhero?

You will be a Technical Support Engineer (Helpdesk Superhero) for our flagship enterprise application (Syndeia) at our Pune office. You will be working closely with a team of application engineers, software architects, and software developers to help our customers. Your role will include the following:

1. Triage customer issues reported on our helpdesk.
2. Perform detailed technical analyses on reported issues and follow-up with customers on a daily basis.
3. Work with our technical team to verify and resolve customer issues as per our SLAs (Service Level Agreements).
4. Generate daily reports on helpdesk queues and present at our Scrum meetings.
5. Interact with customers via phone calls and web-meetings to ensure timely resolution.
6. Wow customers with your sincerity and problem-solving skills.

Skills you must have to become a Superhero

1. Bachelors or Masters degree in engineering / science disciplines such as, but not limited to, mechanical engineering, electronics/electrical engineering, industrial engineering, manufacturing, computer engineering/science.
2. 3+ years of experience in technical support or application engineering with direct customer interaction via helpdesk, email, and phone support.
3. 2+ years of experience with helpdesk applications, such as JIRA, Zendesk, Freshdesk, or equivalent.
4. Excellent written and oral communication skills that will brighten up the day for our customers.
5. Problem solving and analytical thinking skills that can take on the toughest challenges on the planet.
6. An attitude to genuinely help people, to work patiently with them, and be their superhero.

An environment that we provide for you to fly high

1. Opportunity to work with leading organizations in aerospace, automotive, transportation, healthcare, IoT, and other domains across the world.
2. Fast-paced environment with a global team of experts ready to train you in all the cool new technologies that you will learn.
3. Opportunity to work at regular working hours (IST) so that you can rise and shine with the sun.
4. Work remotely one day every week so you can solve problems from your favorite café or the comfort of your home.
5. Flexible working hours so that you can focus on solving problems for our customer and not driving in traffic.
6. Opportunities to travel to conferences and events to meet our customers in person and represent the company.

To Apply

Email your resume to with any supporting documents (e.g. certificates/awards) that highlight your skills. We will respond within 2 weeks to schedule an interview if you are selected.

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