Hypatos

Support Engineer

• 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
• Adopt latest monitoring tools and support methodologies
• Implement standards and innovation in support processes
• Collaborate with delivery teams to improve solution reliability
• Act as technical expert during customer escalations
• Provide clear communication on incident status and resolutions
• Deliver technical guidance on system optimization and best practices
• 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

Technical Support Engineer, Customer Care

Solutions Engineer

• Define project blueprint, including phases, scope, budget, and timeline.
• Ensure adherence to standards, with a strong focus on reusable solution packaging.
• Safeguard against scope creep and non-standard customizations.
• Partner with Solution Consultants in pre-sales and early scoping to validate feasibility.
• Liaise with COE on technical delivery, delegating routine tasks while maintaining solution accountability.
• Work with Product to influence roadmap and deliver innovative, scalable solutions.
• Understand customer needs and propose solutions, prioritizing standard packaging.
• Act as the technical authority during delivery to ensure solution integrity.
• Build trust with enterprise stakeholders by aligning solutions with business and IT requirements.
• Drive adoption of new technologies (Gen AI, automation, advanced integrations).

Solution Architect – US/LATAM

• Definition des Projektplans, einschließlich Phasen, Umfang, Budget und Zeitplan
• Gewährleistung der Einhaltung von Standards mit einem starken Fokus auf wiederverwendbare Lösungspakete
• Sicherstellen, dass keine Umfangserweiterungen und nicht standardisierte Anpassungen entstehen
• Zusammenarbeit mit Solution Consultants im Pre-Sales und bei der frühen Planung zur Validierung der Machbarkeit
• Zusammenarbeit mit COE zur technischen Lieferung

Solution Architect

Artificial Intelligence

• Act as a key leader in the AI organization—essentially a “mini-CTO” for AI
• Drive innovation, productization, and delivery of AI automation solutions across R&D, product, and customer success
• Lead applied AI research in LLMs, agent frameworks, RAG, embeddings, and multimodal document understanding
• Transform prototypes into scalable, reliable SaaS and on-prem solutions
• Design and refine AI pipelines for automation (prompting, orchestration, validation, continuous learning)
• Collaborate with Product, PS, and CS teams to translate customer requirements into AI features
• Mentor and grow AI engineers, delivery specialists, and researchers; help define team structure
• Represent the company’s AI vision internally and externally with partners and enterprise clients
• Balance experimentation and delivery with enterprise-grade quality

Director of AI

Customer Success Manager

• Building and nurturing strong relationships with clients, acting as their primary point of contact
• Collaborating with clients to understand their business goals, challenges, and aligning our solutions to their needs
• Designing and implementing tailored success plans to drive client adoption, expansion, and retention
• Proactively identifying upsell and cross-sell opportunities to promote the growth of our customer accounts
• Developing and documenting scalable processes, best practices, and playbooks for the CSM team
• Monitoring customer health and engagement metrics, taking proactive steps to mitigate any potential risks
• Conducting regular business reviews with clients to showcase their ROI and addressing areas of improvement
• Coordinating internal cross-functional teams to ensure timely issue resolution and service delivery
• Serving as the voice of the customer, providing feedback to the product and marketing teams for continuous improvement
• Keeping abreast of industry trends and best practices in customer success to drive innovation within the team

Technical Support Engineer, Customer Care

Solution Architect – US/LATAM

Solution Architect

Director of AI

Customer Success Manager, EMEA