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 general 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 Troubleshooti

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