- Resolve technical issues escalated from Tier 1 support
- Engage directly with customers on multiple issues and provide clear, concise communication throughout the case lifecycle
- Become a product expert for customers and stay up-to-date on new features
- Support customers during onboarding, implementation, and production phases, including incidents and deployments
- Work closely with Tier 3 Engineers and escalate according to escalation flows
- Document solutions and best practices to assist other support teams and reduce future escalations
- Participate in the integral On Call rotation
- Adhere to strict internal and external KPIs and SLAs
- Take part in the deployment and delivery of ThetaRay's AI-powered Anti-Money Laundering solutions

Requirements

- Minimum of 2+ years of experience in a Technical Support organization
- Experience in SysAdmin on Linux environment and networking
- Experience with AI-driven support ecosystems, including agent/skill development and understanding of AI workflows for automated triage, log analysis, and incident resolution
- Strong analytical and troubleshooting skills with a proven ability to solve technical problems
- Experience with Kubernetes administration in AWS, Azure AKS, or RedHat OCP
- Experience working with SQL databases is an advantage




- Hands-on experience with version-control tools such as GIT/BitBucket
- Business-oriented and able to work with external customers and cross-functional teams
- Team player
- Fluent English language skills required
- Fluent French language skills are an advantage but not necessary
- Must share CV in English when applying

Core Competencies

Demonstrates expertise in Technical Support with a focus on resolving complex issues, engaging with customers, and adhering to KPIs and SLAs. Proficient in AI-driven support ecosystems, Kubernetes administration, and effective communication in English.

Highest-signal resume keywords

- Technical Support Experience
- Kubernetes Administration
- AI-Driven Support Ecosystems
- Analytical and Troubleshooting Skills
- Fluent English Language Skills

Hard Skills

- Technical Support
- Kubernetes Administration
- SysAdmin on Linux
- AI Workflows
- SQL Databases
- Version-Control Tools
- Incident Resolution
- Log Analysis
- Automated Triage
- Networking

Soft Skills

- Clear Communication
- Team Player
- Business-Oriented

Industry Keywords

- Anti-Money Laundering
- On Call Rotation
- KPI
- SLA
- Customer Onboarding

Tools & Technologies

- AWS
- Azure AKS
- RedHat OCP
- GIT
- BitBucket

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📌 Tier 3 Technical Support Engineer (Madrid)
🏢 Jobtailor
📍 Madrid