Technical Support Engineer, Customer Care

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

📋 Description

• Address technical incidents while adhering to defined SLA requirements

• Identify and resolve intricate technical challenges across the AI stack

• Refer critical problems to the relevant technical teams as necessary

• Record incident resolutions and update the knowledge base accordingly

• Embrace the latest monitoring tools and support methods

• Establish standards and introduce innovations in support processes

• Work alongside delivery teams to enhance solution reliability

• Provide technical feasibility insights during solution design phases

• Serve as a technical authority during customer escalations

• Communicate incident statuses and resolutions clearly

• Offer expert advice on system optimization and best practices

• Oversee the performance of AI solutions across all customer environments

• Set up proactive monitoring systems and alerting protocols

• Conduct regular health assessments and preventive maintenance tasks

• Monitor system metrics and pinpoint opportunities for performance enhancement

⛳️ Requirements

• Proven experience as a Technical Support Engineer, DevOps Engineer, or SRE in enterprise software or SaaS environments

• Educational background in IT, Computer Science, Engineering, or related fields

• Strong expertise in system monitoring, troubleshooting, and incident management

• Familiarity with AI/ML systems, APIs, and integration platforms is highly advantageous

• Proficient in monitoring tools such as Prometheus, Grafana, ELK stack, or similar

• Understanding of cloud platforms like AWS, Azure, GCP, and containerization

• Experience with database systems, log analysis, and performance optimization

• Knowledge of emerging AI technologies, LLMs, and agent frameworks

• Problem-Solving: Familiarity with enterprise integration patterns and system architecture

• Strong problem-solving capabilities with the ability to design complex automated solutions

• Data-driven mindset, adept at making quick and informed decisions by evaluating various options to select the optimal solution

• Understanding of technical standards, architecture, and compliance requirements

• Communication Skills: Fluent in English (both written and verbal), capable of explaining technical issues to non-technical audiences effectively

• Customer service-oriented mindset with the ability to clearly articulate technical issues

• Nice to have: Experience in financial domains such as P2P, O2C, R2R, H2R, FP&A, or other GBS use cases is a significant advantage

• Previous involvement with ITIL Incident, Change, and Problem Management processes is beneficial

• Experience with containerized applications (Docker and K8s), and Machine Learning (PyTorch, NumPy, pandas)

• Familiarity with Enterprise ERP systems (e.g., SAP, Oracle, Workday, MSD365) and Business Software/SaaS applications

🏝️ Benefits

• Personal development budget

• Meal allowance

• Opportunities for sporting activities

• Complimentary beers

• Hybrid working model