Field Tech Support Engineer - Product Diagnostics & Ai

Yo Ai Labs; Buenos Aires; À distance; ARS 113 592 000 - 159 028 000; Plein temps

Résumé du poste

Yo Ai Labs is seeking a highly technical Tier 2 / Tier 3 Technical Support Engineer for an AI vision platform running on Kubernetes, focused on enterprise video analytics. The role is fully remote for LATAM-based candidates and requires working US East Coast business hours.

During onboarding, you will learn the platform, support processes, and participate in internal training and certification. You will diagnose complex platform, infrastructure, and deployment issues, collaborating with

Qualifications

• Minimum 2 years in technical support, preferably Tier 2/3.
• Strong hands-on Kubernetes experience in production.
• At least one Kubernetes or cloud certification (CKA/CKAD/CKS, AWS, Azure).
• Strong troubleshooting across software, infrastructure, networking, and distributed environments.
• Experience directly engaging with customers in a technical role.
• Excellent written and spoken English.
• Ability to investigate complex issues independently and collaborate with engineering teams.
• Nice to have: AWS/Azure experience, Linux troubleshooting, containers, networking, monitoring and logging, enterprise software exposure, and AI/vision familiarity.

Responsabilités

• Provide Tier 2 / Tier 3 technical support to enterprise customers.
• Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
• Reproduce customer environments and run tests to diagnose technical problems.
• Work directly with customers during technical discussions and troubleshooting sessions.
• Manage and resolve technical support tickets.
• Collaborate with Engineering, Sales, and Customer Success teams.
• Escalate complex issues and product bugs to Engineering and help drive them to resolution.
• Clearly communicate technical findings, workarounds, and resolutions to customers.

Connaissances

Customer-focused communication

Problem-solving

English proficiency

Outils

Kubernetes

Cloud platforms (AWS/Azure)

Linux

Description du poste

The project is an AI vision platform running on Kubernetes and used for enterprise video analytics. We are looking for a highly technical Tier 2 / Tier 3 Technical Support Engineer to help customers troubleshoot and resolve complex platform, infrastructure, and deployment issues.

Location & Schedule

LATAM-based candidates only.

Fully remote.

Must be available to work U.S. East Coast business hours.

Onboarding

During the first month, the engineer will focus on learning the platform and internal support processes, working closely with senior engineers before independently handling customer issues. The onboarding also includes internal training and certification related to the AI vision platform.

Responsibilities

• Provide Tier 2 / Tier 3 technical support to enterprise customers.
• Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
• Reproduce customer environments and run tests to diagnose technical problems.
• Work directly with customers during technical discussions and troubleshooting sessions.
• Manage and resolve technical support tickets.
• Collaborate with Engineering, Sales, and Customer Success teams.
• Escalate complex issues and product bugs to Engineering and help drive them to resolution.
• Clearly communicate technical findings, workarounds, and resolutions to customers.

Requirements

• 2+ years of technical support experience, preferably in Tier 2 / Tier 3 support.
• Strong hands-on Kubernetes experience in production environments.
• At least one relevant Kubernetes or cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent.
• Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
• Experience working directly with customers in a technical capacity.
• Strong written and verbal English communication skills.
• Ability to independently investigate complex technical issues and collaborate with engineering teams.

Nice to Have

• Experience with AWS, Azure, or other cloud platforms.
• Linux troubleshooting experience.
• Experience with containers, networking, monitoring, and logging.
• Experience supporting enterprise software products.
• Exposure to AI, computer vision, video analytics, or similar technologies.