Technical Support Engineer

This is a fully remote position, open to applicants in Greece.

📋 Description

• Act as the primary line of defense and trusted consultant for global partners and enterprise clients.

• Oversee the complete lifecycle of support requests for the Omilia Cloud Platform, from initial triage and diagnosis to resolution and customer closure.

• Diagnose issues related to speech recognition, natural language understanding, dialogue management, and telephony integration.

• Explore proprietary AI technologies hosted on AWS and Azure.

• Track conversations using session identifiers across monitoring, log search, and observability tools.

• Identify faults in customer applications, the platform, or partner contact center integrations.

• Replicate reported issues in lab settings and validate potential fixes.

• Participate in bridge calls during critical production incidents, providing impact analysis and updating stakeholders.

• Engage the on-call manager as necessary.

• Manage escalations to specialized teams until resolution while maintaining customer accountability.

• Address resource, access, and organizational management requests within the OCP environment.

• Create how-to guides, troubleshooting procedures, and root-cause analyses.

• Deliver data-driven feedback from customers to the Product and Development teams.

• Work towards KPIs related to response times, resolution times, and customer satisfaction.

• Maintain records of communications and troubleshooting efforts in the case management system.

• Report to the Technical Support Team Leader and collaborate with teams in Delivery, Product, Platform Operations, and Customer Success.

⛳️ Requirements

• Minimum of 2 years in a technical support role, or a Bachelor's degree in Computer Science or a related discipline.

• Strong analytical skills with a systematic and methodical approach to problem-solving.

• Excellent proficiency in English, both verbal and written.

• Ability to clearly articulate technical concepts to non-technical stakeholders while remaining calm under pressure.

• Solid understanding of Linux operating systems.

• Basic experience with web/Application server administration, such as Apache, Tomcat, or Nginx.

• Understanding of TCP/IP, HTTPS, SIP, and RTP protocols.

• General knowledge of network troubleshooting techniques.

• Fundamental understanding of databases with the ability to execute basic queries.

• Working knowledge of Web/REST APIs and JSON.

• Familiarity with ticketing or bug-tracking systems like Jira or Salesforce.

• Capacity to prioritize tasks and execute efficiently in high-pressure environments.

• Willingness to engage in live customer troubleshooting sessions and internal incident bridges.

• Eagerness to take initiative and work within a 24/7 coverage framework.

• Nice to have: Experience with ELK Stack, DataDog, Prometheus, or Grafana.

• Nice to have: Familiarity with AWS/Azure, Docker, Kubernetes, or Ansible.

• Nice to have: Skills in Python or Bash.

• Nice to have: Experience with ASR, NLU, TTS, or voice biometrics.

• Nice to have: Knowledge of CTI concepts and experience with Genesys, NICE CXone, Talkdesk, or RingCentral.

• Nice to have: Background in banking, healthcare, or payments.

• Nice to have: Experience with distributed support models and cross-timezone handovers.

• Nice to have: Familiarity with AI assistants for triage and troubleshooting.

• Nice to have: Proficiency in Spanish, Portuguese, German, or French in addition to English.

🏝️ Benefits

• Fixed salary.

• Private health insurance.

• Long-term employment with vacation days.

• Opportunities for professional development (courses, training, etc.).

• Be part of innovative technology products that are making a global impact in the service industry.

• Work with skilled and enjoyable colleagues.

• Apple equipment provided.

• Commitment to equal opportunity and a diverse, inclusive workplace.