Tier 3 Technical Support Engineer

Jobtailor; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking an experienced Technical Support professional in Madrid to resolve complex issues, engage with customers, and act as a product expert. You will support onboarding, deployments, and incidents while collaborating with Tier 3 and other teams.

The role emphasizes AI workflows, Kubernetes administration, and strong English communication. The position involves on-site work in Madrid and adherence to KPIs and SLAs.

Formación

• 2+ years in a Technical Support organization.
• SysAdmin on Linux environments and networking experience.
• Experience with AI-driven support ecosystems and AI workflows for automated triage, log analysis, and incident resolution.
• Strong analytical and troubleshooting skills with a track record of solving complex technical problems.
• Kubernetes administration experience in AWS, Azure AKS, or RedHat OCP.
• Experience working with SQL databases is a plus.
• Hands-on with version-control tools such as GIT/BitBucket.
• Business-oriented with the ability to collaborate with external customers and cross-functional teams.
• Fluent English required; French is a plus but not required.
• CV in English when applying.

Responsabilidades

• Resolve technical issues escalated from Tier 1 support.
• Engage directly with customers and provide clear communication throughout the case lifecycle.
• Become a product expert and stay updated on new features.
• Support onboarding, implementation, and production phases, including incidents and deployments.
• Collaborate with Tier 3 Engineers and escalate per escalation flows.
• Document solutions and best practices to help other support teams and reduce future escalations.
• Participate in the global On Call rotation.
• Adhere to KPIs and SLAs.
• Contribute to deployment and delivery of ThetaRay's AI-powered Anti-Money Laundering solutions.

Conocimientos

Technical Support

Kubernetes Administration

SysAdmin on Linux

AI Workflows

SQL Databases

Version Control

Incident Resolution

Log Analysis

Automated Triage

Networking

Clear Communication

Team Player

Business-Oriented

Fluent English

Fluent French (advantage)

Herramientas

AWS

Azure AKS

RedHat OCP

GIT

BitBucket

Descripción del empleo

• 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 ThetaRay's AI-powered Anti-Money Laundering solutions

Requirements

• Minimum of 2+ years of experience in a Technical Support organization


• Experience in SysAdmin 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 RedHat OCP


• Experience working with SQL databases is 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 English language skills required


• Fluent French language skills are an advantage but not necessary


• Must share CV in English when applying

Core Competencies

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.

Highest-signal resume keywords

• Technical Support Experience


• Kubernetes Administration


• AI-Driven Support Ecosystems


• Analytical and Troubleshooting Skills


• Fluent English Language Skills

Hard Skills

• Technical Support


• Kubernetes Administration


• SysAdmin on Linux


• AI Workflows


• SQL Databases


• Version-Control Tools


• Incident Resolution


• Log Analysis


• Automated Triage


• Networking

Soft Skills

• Clear Communication


• Team Player


• Business-Oriented

Industry Keywords

• Anti-Money Laundering


• On Call Rotation


• KPI


• SLA


• Customer Onboarding

Tools & Technologies

• AWS


• Azure AKS


• RedHat OCP


• GIT


• BitBucket