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Technical Support Engineer

3 weeks ago
Greece
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Ansible Apache AWS Azure Bash Datadog Docker ELK Stack Grafana JIRA JSON Kubernetes Linux Nginx Prometheus Python REST API Salesforce SQL TCP/IP TLS
Apply Now
Omilia

Omilia

Omilia is a global leader in Conversational AI, offering AI-based self-service solutions for enhanced customer care fulfillment and success.

IT Services
251-1K
Founded 2002
$20M raised
View All Jobs 32

Description

  • Own support requests from triage and diagnosis through resolution and customer close-out while meeting service-level targets.
  • Troubleshoot distributed conversational AI services, telephony integrations, and customer applications across AWS and Azure.
  • Trace conversations using monitoring, logs, observability tools, and session identifiers to isolate faults.
  • Reproduce issues in lab environments and verify fixes before customer deployment.
  • Participate in critical incident bridge calls, provide impact analysis, and escalate to on-call management when needed.
  • Drive specialist escalations to closure while retaining accountability for the customer outcome.
  • Handle resource, access, and organization management within the Omilia Cloud Platform.
  • Create troubleshooting guides, how-to documentation, and root-cause analyses.
  • Provide data-driven customer feedback to Product and Development teams.
  • Track communications and investigations while meeting response, resolution, and customer satisfaction KPIs.

Requirements

  • 2+ years of technical support experience or a Bachelor's degree in Computer Science or a related field.
  • Strong systematic problem-solving and evidence-gathering skills.
  • Excellent spoken and written English, including the ability to explain technical concepts clearly under pressure.
  • Working knowledge of Linux and web/application servers such as Apache, Tomcat, or Nginx.
  • Understanding of TCP/IP, HTTPS, SIP, RTP, and general network troubleshooting.
  • Fundamental database knowledge, including running basic queries.
  • Working knowledge of Web/REST APIs and JSON.
  • Experience with ticketing or bug-tracking systems such as Jira or Salesforce.
  • Ability to prioritize work in high-pressure situations and participate in customer troubleshooting sessions or incident bridges.
  • Availability to work within a 24/7 coverage model, including weekends and holidays.
  • Experience with ELK, DataDog, Prometheus, or Grafana is preferred.
  • Exposure to AWS/Azure, Docker, Kubernetes, Ansible, Python, or Bash is preferred.
  • Exposure to conversational AI, contact-center technologies, regulated industries, distributed support, or AI-assisted troubleshooting is preferred.
  • Spanish, Portuguese, German, or French in addition to English is preferred.

Benefits

  • Fixed compensation with an attractive benefits package.
  • Private health insurance.
  • Long-term employment and vacation days.
  • Professional development through courses and training.
  • Structured onboarding, mentoring, and career progression tracks.
  • Latest Apple equipment.
  • Opportunity to work on globally deployed conversational AI products with international teams.

Interested in this position?

Apply directly on the company website

Apply Now

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