- 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 solutionsRequirements- 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 applyingCore CompetenciesDemonstrates 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 SkillsHard Skills- Technical Support- Kubernetes Administration- SysAdmin on Linux- AI Workflows- SQL Databases- Version-Control Tools- Incident Resolution- Log Analysis- Automated Triage- NetworkingSoft Skills- Clear Communication- Team Player- Business-OrientedIndustry Keywords- Anti-Money Laundering- On Call Rotation- KPI- SLA- Customer OnboardingTools & Technologies- AWS- Azure AKS- RedHat OCP- GIT- BitBucket#J-18808-Ljbffr

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