Resolve technical issues escalated from Tier 1 supportEngage directly with customers on multiple issues and provide clear, concise communication throughout the case lifecycleBecome a product expert for customers and stay up-to-date on new featuresSupport customers during onboarding, implementation, and production phases, including incidents and deploymentsWork closely with Tier 3 Engineers and escalate according to escalation flowsDocument solutions and best practices to assist other support teams and reduce future escalationsParticipate in the integral On Call rotationAdhere to strict internal and external KPIs and SLAsTake part in the deployment and delivery of ThetaRay's AI-powered Anti-Money Laundering solutionsRequirementsMinimum of 2+ years of experience in a Technical Support organizationExperience in SysAdmin on Linux environment and networkingExperience with AI-driven support ecosystems, including agent/skill development and understanding of AI workflows for automated triage, log analysis, and incident resolutionStrong analytical and troubleshooting skills with a proven ability to solve technical problemsExperience with Kubernetes administration in AWS, Azure AKS,



or RedHat OCPExperience working with SQL databases is an advantageHands-on experience with version-control tools such as GIT/BitBucketBusiness-oriented and able to work with external customers and cross-functional teamsTeam playerFluent English language skills requiredFluent French language skills are an advantage but not necessaryMust 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 keywordsTechnical Support ExperienceKubernetes AdministrationAI-Driven Support EcosystemsAnalytical and Troubleshooting SkillsFluent English Language SkillsHard SkillsTechnical SupportKubernetes AdministrationSysAdmin on LinuxAI WorkflowsSQL DatabasesVersion-Control ToolsIncident ResolutionLog AnalysisAutomated TriageNetworkingSoft SkillsClear CommunicationTeam PlayerBusiness-OrientedIndustry KeywordsAnti-Money LaunderingOn Call RotationKPISLACustomer OnboardingTools & TechnologiesAWSAzure AKSRedHat OCPGITBitBucket
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📌 Tier 3 Technical Support Engineer (Madrid)
🏢 Jobtailor
📍 Madrid