* 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 Su

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