Senior Technical Support Engineer (tier 3)

One of our clients, a pioneering company in AI-powered Anti-Money Laundering (AML) solutions, is looking to hire a Tier 3 Engineer.

This company develops cutting-edge technology used by fintechs, banks, and regulatory bodies across the globe to ensure compliance and innovation in financial transactions.

Responsibilities:

• Resolve the most complex technical issues escalated from Tier 2 support.
• Directly communicate with customers on critical issues, ensuring clear and concise updates throughout case resolution.
• Collaborate with R&D, Product, Delivery, and Customer Success teams to identify and resolve systemic issues, contributing to product improvements.
• Provide training to Tier 1 and Tier 2 support engineers, enhancing the team's overall technical expertise.
• Document solutions and best practices to help other teams and reduce future escalations.
• Manage critical incidents to ensure swift resolution and minimal customer impact.
• Meet strict KPIs and SLAs internally and externally.

Position Requirements:

• 4+ years of experience in a Tier 3 Support organization.
• Strong analytical and troubleshooting skills with a track record of solving complex technical problems.
• Proficiency in Kubernetes administration (Azure AKS, RedHat OCP), Min.io object storage, Jenkins, and Linux system administration.
• Experience with production monitoring tools.
• Knowledge of Postgres, PSQL, and database management (advantage).
• Scripting experience (Bash, Python, etc.).
• Familiarity with Spark and PySpark (advantage).
• Hands-on experience with version control tools (GIT/BitBucket).
• BSc in Computer Science, Engineering, or a related field (advantage).
• Fluent in English, with Spanish or Portuguese language skills as an advantage.