Tier 3 Technical Support Engineer

• 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 global 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