- 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 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

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