Technical Support Engineer



Hello
we are Itekako

Itekako (itekako.com) is a software development company with more than 15 years of experience working with Fortune 500, SMEs and startups around the globe. So far, we successfully finished 200 (and counting!) high-end challenging projects across 11 industries. We’ve grown to a team of +150 skilled and experienced software engineers and technology experts who are focused on providing real business value to our clients. We often run in sprints (agile methodology), but essentially we are marathoners - the people we work with and the clients we work for have been with us for a long time.
Name of our company has two stories that reflect our nature. It is combination of two words in Serbian language IT (as information technology) & kako (how) which reflects thru curiosity in everything we do. It also means double confirmation that reflects our delivery culture.


Job description
Technical Support Engineer
As a Technical Support Engineer at Itekako, you’ll join a dynamic engineering environment where you’ll be the connection point between users and the development team. You’ll troubleshoot issues and ensure they’re resolved quickly and effectively. It’s a hands-on role with real impact on both user experience and team efficiency.
- Performing both technical support and QA automation tasks within the same role
- Providing technical support to end users through Slack and other channels, troubleshooting issues, and ensuring timely resolution
- Investigating bugs using tools like DataDog, Postman, browser DevTools, and internal logs, followed by root cause analysis in collaboration with the development team
- Writing and maintaining automated tests using Playwright and TypeScript
- Conducting manual testing and exploratory checks using DevTools and Postman
- Writing simple scripts (Python or similar) to automate repetitive tasks and support processes
- Maintaining and updating internal documentation, including troubleshooting guides, FAQs, and release notes
- Monitoring system health to detect and escalate issues early
- Acting as a liaison between users and engineering, translating user feedback into actionable insights
- Using Git and GitHub for version control and collaboration on test and support code
- 4+ years of experience in a technical support or QA engineering role
- Strong troubleshooting skills and a proactive mindset
- Experience with tools like Jira, Confluence, DataDog, Postman, AWS S3, Git, GitHub and Slack
- Familiarity with scripting languages (Python preferred) and test automation frameworks is a plus
- Ability to understand and explain complex technical concepts to both technical and non-technical users
- Excellent written and verbal communication skills in English (full working proficiency)
- Experience in Agile environments and cross-functional teams is a plus
- Competitive compensation package and benefits: flexible working hours, private medical insurance, offsite team buildings, access to L&D platforms and many more
- A flat in Europe (this year's location is Malaga) for employees to use for remote work or vacation for 6 months in a year
- Prime city location: our office is situated in the heart of Belgrade, providing a stunning 360° viewpoint from Beograđanka