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 Theta Ray's AI-powered Anti-Money Laundering solutions

• Minimum of 2+ years of experience in a Technical Support organization
• Experience in Sys Admin 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 Red Hat OCP
• Experience working with SQL databases is an advantage
• Hands-on experience with version-control tools such as GIT/Bit Bucket
• 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

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.

• Technical Support Experience
• Kubernetes Administration
• AI-Driven Support Ecosystems
• Analytical and Troubleshooting Skills
• Fluent English Language Skills

• Technical Support
• Kubernetes Administration
• Sys Admin on Linux
• AI Workflows
• SQL Databases
• Version-Control Tools
• Incident Resolution
• Log Analysis
• Automated Triage
• Networking

• Clear Communication
• Team Player
• Business-Oriented

• Anti-Money Laundering
• On Call Rotation
• KPI
• SLA
• Customer Onboarding

• AWS
• Azure AKS
• Red Hat OCP
• GIT
• Bit Bucket