Technical Support Engineer

Who We Are
NEXT Ventures is where ambition takes shape and momentum becomes movement. As a global platform revolutionising access to performance-based capital, we empower the world's most driven individuals to rise. Through our flagship brand, FundedNext, we empower dreamers to become doers, and potential to turn into performance. With 500+ driven minds across five countries, we power a global rhythm—220,000+ daily users from 170+ nations, each chasing greatness in their own way.

Your Role in Our Mission
As an Intercom Technical Support Engineer, you'll be the frontline guardian ensuring seamless communication, fast issue resolution, and uninterrupted user experiences. You will manage and resolve support tickets, investigate recurring technical issues, collaborate with cross-functional teams, and strengthen our support ecosystem through documentation and operational improvements. Your technical understanding and customer-centric mindset will help maintain service excellence and support the rapid growth of FundedNext platforms.

How You'll Make An Impact
Intercom Technical Support

• Manage and resolve incoming technical support tickets with accuracy and efficiency.
• Provide timely and clear responses to user queries, troubleshoot system-related issues, and maintain high customer satisfaction.
• Categorize, prioritize, and escalate incidents appropriately to ensure smooth operations.

Recurrent Issue Management

• Identify recurring issue patterns, root causes, and trends from ticket data.
• Collaborate with development, DevOps, and infrastructure teams to implement long-term fixes and preventive measures.

Knowledge Sharing & Collaboration

• Maintain and update internal documentation, solution articles, FAQs, and troubleshooting guides.
• Share insights and best practices with the support team to elevate overall quality.
• Partner with cross-functional teams to enhance system reliability and the user experience.

What You Bring

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in technical support, Intercom operations, or IT service management.
• Strong understanding of support workflows, ticket management, and incident prioritization.
• Hands-on experience with Intercom or similar customer support platforms.
• Strong analytical, troubleshooting, and communication skills.
• Ability to document solutions clearly and collaborate across technical and non-technical teams.
• Knowledge of ITIL processes and basic troubleshooting for web/SaaS systems is an added advantage.

Your X-Factor

• A customer-first mindset with a commitment to resolving issues efficiently and thoroughly.
• Strong problem-solving ability, capable of identifying underlying patterns in recurring issues.
• Clarity and empathy in communication, ensuring users feel supported at every step.
• Skilled at documentation and maintaining structured knowledge bases for streamlined operations.
• Collaborative team spirit, working seamlessly with Product, DevOps, and Engineering teams.

Your Pay & Perks
Salary Range:
LKR 30,000 – 40,000

• Bi-annual salary review (Eligibility Condition Applies).
• Festival bonus (Eligibility Condition Applies).
• Celebrate birthday leave and great team events.
• Start your next chapter with our special honeymoon package.
• Unwind at annual company retreats.
• Game nights & sports zones: billiards, foosball, PlayStation, cricket, football & badminton.
• Access to an in-house fitness trainer to keep your mind and body in sync.
• Opportunities for relocation to Sri Lanka or Malaysia based on business needs, with travel allowances.

Your Daily Source of Energy

• Subsidized lunch
• Unlimited tea & coffee
• Vending machine credits

Your Journey after Applying

• 30-minute HR interview with the Talent Acquisition team
• Online Technical Assessment
• 45–60 minute Problem Solving Interview with Hiring Manager
• 60-minute Bar Raiser Interview with Head of Department

Why Join NEXT
At NEXT Ventures, we believe the right talent fuels breakthrough innovation. If you're driven to connect great minds with big ideas and want to shape the future of fintech, we'd love to meet you. Join our team of bold thinkers where technology meets transformation.

Apply now and be part of our journey — the future is calling, and it starts with you.