Tier 3 Support Engineer

Description

About ThetaRay:

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintechs, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth. 

Our technology empowers customers to expand into new markets and introduce groundbreaking products.

Thetaray is a culture-driven company. Our values are at the heart of our success. By joining us, you'll have the opportunity to embody these values and inspire others through your actions.

Why Join ThetaRay?

At ThetaRay, you'll be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.

Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at ThetaRay – where innovation meets purpose.

We are looking for a Tier 3 Engineer to join our growing Global Support organization. The Tier 3 Engineer is responsible for resolving the most complex and advanced technical issues and taking part in the deployment and delivery of our solutions.

The ideal candidate will possess deep technical expertise, exceptional problem-solving skills, and the ability to work under pressure and provide outstanding service to our customers globally.

Responsibilities

• Technical escalations - Resolve the most complex issues that are escalated from Tier 2 support
• Customer communication - Engage directly with customers on critical issues, providing clear and concise communication throughout the life cycle of the case
• Cross team engagement - work closely with RnD, Product, Delivery and CSMs to identify and resolve systemic issues, contribute to the overall version management and contribute to product improvements
• Training - Provide training to Tier 1 and Tier 2 Technical Support engineers helping to elevate the overall technical capability of the support team
• Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations
• Incident management - manage critical incidents end to end to ensure timely resolution and minimal customer impact 
• KPIs - Adhere to strict KPI’s and SLAs both internally and externally

Requirements

• Minimum of 4+ years of experience in a Tier 3 Support organization - must
• Strong analytical and troubleshooting skills with a proven ability to solve complex technical problems
• Proficiency in Kubernetes administration (Azure AKS, RedHat OCP), object storage, Jenkins,Linux system administration
• Experience with production monitoring tools, Logzio - an advantage
•  Postgres and PSQL knowledge and Database management & troubleshooting - an advantage
• Proven scripting experience (Bash, python, etc’) 
• Familiarity with Spark and PySpark - an advantage.
• Experienced with Financial systems, ticketing systems, workflows - advantage
• Experienced with Identity and access management tools such as Keycloak
• Hands-on experience with version-control tools such as GIT/BitBucket
• Business-oriented and able to work with external customers and cross-functional teams
• BSc degree in Computer Science, Engineering or related field - an advantage
• Fluent in English
• Spanish/Portuguese - An Advantage