Technical Support Engineer, Customer Care

Hypatos

Technical Support Engineer ensuring reliability of deployed AI solutions and responding to technical incidents. Mastering monitoring tools and collaborating with teams to enhance performance.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical incident management, system monitoring, and troubleshooting within AI and SaaS environments. Proficient in implementing monitoring tools and optimizing system performance while ensuring clear communication with both technical and non-technical stakeholders.

Highest-signal resume keywords

Technical Support EngineeringSystem MonitoringAI/ML SystemsMonitoring Tools (Prometheus, Grafana, ELK)Cloud Platforms (AWS, Azure, GCP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTroubleshootingPerformance TuningDatabase SystemsContainerization (Docker, K8s)Machine Learning (PyTorch, NumPy, Pandas)APIsIntegration PlatformsSystem ArchitectureEmerging AI Technologies

Soft Skills

Problem-SolvingCommunication SkillsCustomer Service Mindset

Tools & Technologies

Monitoring ToolsPrometheusGrafanaELK StackCloud PlatformsEnterprise ERP Systems (SAP, Oracle, Workday, MSD365)

Industry Keywords

SaaSITILFinance Domains (P2P, O2C, R2R, H2R, FP&A)GBS Use Cases

Tech Stack

Tools & technologies

AWSAzureCloudDockerERPGoogle Cloud PlatformGrafanaKubernetesNumpyOraclePandasPrometheusPyTorch

About the role

Key responsibilities & impact

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
Provide technical feasibility input during solution design
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

What you’ll need

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
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.
Customer service mindset with ability to communicate technical issues clearly
Nice to have: Experience in finance domains such as P2P, O2C, R2R, H2R, 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.

Benefits

Comp & perks

personal development budget
meal allowance
sporting activities
free beers
hybrid working model