Cloud AI Technical Support Engineer

Employers from Greece

United States

Remote

USD 80,000 - 105,000

Full time

5 days ago

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Benefits offered by this job

Private health insurance

Apple gear

Career progression opportunities

Job summary

Omilia is seeking a Technical Support Engineer to join the Omilia Cloud Platform team. You will be the first line of defense for global partners, diagnosing complex issues across speech recognition, NLU, dialogue management, and telephony integration.

You will report to the Technical Support Team Leader and collaborate with Delivery, Product, Platform Operations and Customer Success. Our 24/7 coverage requires readiness to respond during holidays and weekends.

Qualifications

2+ years in a technical support position or a related degree.
Strong problem-solving skills with a methodical approach and evidence-based reasoning.
Excellent written and spoken English with ability to explain technical concepts clearly.
Solid Linux basics and web server administration experience (Apache, Tomcat, Nginx).
Fundamental TCP/IP, HTTPS, SIP, RTP networking knowledge; ability to troubleshoot.

Responsibilities

Own the full lifecycle of support requests for the Omilia Cloud Platform, from triage to resolution.
Conduct deep-dive troubleshooting across AWS/Azure hosted services and log analysis.
Reproduce issues in lab environments and verify fixes before affecting customers.
Participate in bridge calls during critical incidents and communicate findings.
Drive escalations to closure while maintaining ownership of the outcome.
Document troubleshooting steps and root causes for knowledge sharing.
Provide data-driven feedback to Product and Development to prevent recurrence.
Meet individual and team KPIs for response/resolution times and CSAT.