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

📌 Technical Support Engineer - Remote or Hybrid (Madrid)
🏢 Jobtailor
📍 Madrid