Technical Support Engineer (Customer Care)

Your mission:
Your Mission

The rise of Agentic AI demands rock-solid reliability and proactive support. At Hypatos, our Technical Support Engineers are the guardians of system excellence—ensuring every AI solution we deliver operates at peak performance with minimal disruption to our customers' critical business processes.
In this role, you'll own the technical health of deployed AI solutions: monitoring system performance, resolving incidents with precision, and implementing proactive measures to prevent issues before they impact customers. You'll be the technical expert customers rely on when things get complex, while continuously improving our support processes and adopting innovative monitoring approaches.
We value technical depth, problem-solving excellence, and a passion for reliability engineering. As a Technical Support Engineer, you'll stay ahead of emerging issues, master cutting-edge monitoring tools, and help our customers achieve maximum uptime and performance from their AI investments.
 
Responsibilities:
• Incident Response & Resolution • Respond to technical incidents with defined SLA compliance
• Diagnose and resolve complex technical issues across the AI stack
• Escalate critical issues to appropriate technical teams when needed
• Document incident resolutions and maintain knowledge base

• Technical Excellence & Innovation • Adopt latest monitoring tools and support methodologies
• Implement standards and innovation in support processes
• Collaborate with delivery teams to improve solution reliability
• Provide technical feasibility input during solution design

• Customer Support & Communication • Act as technical expert during customer escalations
• Provide clear communication on incident status and resolutions
• Deliver technical guidance on system optimization and best practices

• System Monitoring & Maintenance • Monitor AI solution performance across all customer environments
• Implement proactive monitoring systems and alerting mechanisms
• Perform regular health checks and preventive maintenance activities
• Track system metrics and identify performance optimization opportunities

Your profile:
• Experience as a Technical Support Engineer, DevOps Engineer, or SRE in enterprise software or SaaS environments
• Education in the field of IT, Computer Science, Engineering or similar 
• Technical Skills:• Strong background in system monitoring, troubleshooting, and incident management
• Experience with AI/ML systems, APIs, and integration platforms is a strong plus
• Proficiency in monitoring tools (Prometheus, Grafana, ELK stack, or similar)
• Understanding of cloud platforms (AWS, Azure, GCP) and containerization
• Experience with database systems, log analysis, and performance tuning
• Knowledge of emerging AI technologies, LLMs, and agent frameworks
• Experience with database management (SQL, Postgres, MongoDB), understanding how to structure and manage data efficiently for varied use cases.

• Problem-Solving:• Understanding of enterprise integration patterns and system architecture
• Strong problem-solving skills with ability to architect complex automated solutions
• Data driven mindset, skill in making quick, well-founded decisions by considering various options and selecting the best solution.
• Understanding of technical standards, architecture, and compliance requirement

• Communication Skills:

• Fluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences.
• Experience working in fast-paced, innovative environments
• You’re also unafraid to ask for help when needed.
• Customer service mindset with ability to communicate technical issues clearly
• Collaborative approach, working effectively with delivery and product teams

Nice to have: 
• Experience in finance domains such as P2P (Procure-to-Pay), O2C (Order-to-Cash), R2R (Record-to-Report), H2R (Hire-to-Retire), FP&A, or other GBS use cases is a strong plus.
• Previous experience working with ITIL Incident, Change and Problem Management processes is a plus.
• Containerized applications (Docker and K8s), Machine Learning (PyTorch, NumPy, pandas)
• Experience working with Enterprise ERP systems (e.g., SAP, Oracle, Workday, MSD365) and Business Software/SaaS applications.

Our Promise:
• We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business 
• Beyond a top market compensation, you will enjoy a personal development budget, meal allowance, sporting activities and free beers as well as a hybrid working model
• We're building a positive organizational culture where personal and professional growth are just as important as business growth 
• We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong