Senior Tier 3 Tech Support Engineer (Linux/Networking)

ThetaRay; Madrid; Presencial; EUR 40.000 - 55.000; Jornada completa

Descripción de la vacante

ThetaRay is hiring a Tier 3 Technical Support Engineer to join our Global Support organization in Madrid. You will resolve technical issues and support deployment and production phases for our AI-powered AML solutions.

The ideal candidate has 2+ years in technical support, Linux system administration and networking experience, and a passion for delivering excellent customer service across global teams. You will work with global customers, contribute to knowledge base, and participate in on-call

Formación

• Minimum of 2+ years of experience in a Technical Support organization.
• Experience in SysAdmin on Linux environment and networking.

Responsabilidades

• 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 elevate 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

Conocimientos

Linux administration

Networking

Customer communication

Descripción del empleo

ThetaRay is hiring a Tier 3 Technical Support Engineer to join our Global Support organization in Madrid. You will resolve technical issues and support deployment and production phases for our AI-powered AML solutions.

The ideal candidate has 2+ years in technical support, Linux system administration and networking experience, and a passion for delivering excellent customer service across global teams. You will work with global customers, contribute to knowledge base, and participate in on-call