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

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