Technical Support Engineer I
Merative
JavaOraclePerlSQL
Technical Support Engineer, Customer Care
Hypatos
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformGrafanaMongoDBPostgresPrometheusSQL
About the role
- 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
Requirements
- 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
- 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 of enterprise integration patterns and system architecture
- Strong problem-solving skills with ability to architect complex automated solutions
- 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
- Customer service mindset with ability to communicate technical issues clearly
- Collaborative approach, working effectively with delivery and product teams
Benefits
- Personal development budget
- Meal allowance
- Sporting activities
- Free beers
- Hybrid working model
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportDevOpsSREsystem monitoringtroubleshootingincident managementAI/ML systemsdatabase managementperformance tuningemerging AI technologies
Soft skills
problem-solvingcommunicationcollaborationcustomer service mindsetclear explanation of technical issuesability to work in fast-paced environmentstechnical guidancedocumentationinnovationreliability improvement
