Tier 3 Technical Support Engineer

Description

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintech's, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth. Our technology empowers customers to expand into new markets and introduce groundbreaking products.

ThetaRay is a culture-driven company. Our values are at the heart of our success. By joining us, you'll have the opportunity to embody these values and inspire others through your actions.

Why Join ThetaRay?

At ThetaRay, you will be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.

Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at ThetaRay - where innovation meets purpose.

We are looking for a Tier 3 Technical Support Engineer to join our growing Global Support organization. The person is responsible for resolving technical issues and taking part in the deployment and delivery of our solutions.

The ideal candidate will possess technical expertise, exceptional problem-solving skills, and the ability to work under pressure to provide outstanding service to our customers globally.

Responsibilities

• Technical escalations - Resolve issues that are escalated from Tier 1 support
• Customer communication - Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case
• Become a product expert for customers and stay up-to-date on new features
• Support our customers during the onboarding, implementation, and production phases including incidents and deployments
• Work closely with the Tier 3 Engineers and escalate according to our escalation flows
• Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations
• Participate in our global On Call rotation
• KPIs - Adhere to strict KPI's and SLAs both internally and externally

Requirements

• Minimum of 2+ years of experience in a Technical Support organization - must
• Experience in SysAdmin on Linux environment and networking - must
• 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 any of: AWS, Azure AKS, RedHat OCP
• Experience working with SQL databases - 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 French language skills - An advantage but not necessary

Fluent English language skills are required for this role. When applying please share your CV in English!