[Hiring] Technical Support Engineer @Omilia

Role Description

We are looking for a Technical Support Engineer to join the Omilia Cloud Platform (OCP) team - the group that keeps our conversational AI running for enterprise customers in production.

As a Technical Support Engineer you are the first line of defense and a trusted advisor for our global partners and enterprise customers. You will not just be closing tickets: you will diagnose complex issues across speech recognition, natural language understanding, dialogue management and telephony integration, analyse logs across distributed services, and work with internal teams to make the product better.

You will report to the Technical Support Team Leader and work closely with Delivery, Product, Platform Operations and Customer Success.

Important Note: Our Support Teams operate 24/7, including holidays and weekends.

What You'll Do

• Own the solution. Manage the full lifecycle of support requests for the Omilia Cloud Platform - technical issues, incidents, access requests and queries - from initial triage and diagnosis through to resolution and customer close-out, meeting the response and resolution times our customers are promised.
• Deep-dive troubleshooting. Investigate issues involving proprietary AI technologies hosted on AWS and Azure. Trace individual conversations across platform monitoring, log search and observability tooling using session identifiers, and isolate whether a fault sits in the customer application, the platform, or the partner contact-centre integration.
• Reproduce, don't assume. Use lab environments to reproduce reported issues and verify candidate fixes before they reach a customer. When documentation falls short, probe how the platform behaves under non-standard configurations rather than taking the report at face value.
• Crisis management. Participate in bridge calls during critical production incidents, providing impact analysis and calm, clear communication on a defined cadence. Engage the on-call manager when the situation warrants it.
• Drive escalations to closure. When a ticket needs a specialist team, hand over a properly evidenced investigation and then keep driving it. Referring the work does not transfer the accountability - you still own the outcome for the customer.
• OCP operations. Handle resource, access and organisation management requests within the OCP environment.
• Knowledge sharing. Document how-to guides, troubleshooting steps and root-cause analyses from the cases you resolve, so the team and our customers stop solving the same problem twice.
• Bridge the gap. Act as the voice of the customer, giving data-driven feedback to Product and Development to prevent the next occurrence.
• Hit your numbers. Work to individual and team KPIs on response time, resolution time and customer satisfaction, and track every communication and troubleshooting step in the case management platform.

Qualifications

• 2+ years in a technical support position, or a Bachelor's degree in Computer Science or a related field.
• Strong problem-solving skills with a systematic, methodical approach - and the instinct to gather evidence before drawing a conclusion.
• Excellent English, verbal and written, with the ability to explain technical concepts clearly to non-technical stakeholders and to stay composed with a customer under pressure.
• A solid grip on Linux environments and basic experience with web/application server administration (Apache, Tomcat, Nginx).
• Understanding of TCP/IP, HTTPS, SIP and RTP, and general network troubleshooting.
• Fundamental understanding of how databases operate and comfort running basic queries.
• Working knowledge of Web/REST APIs and JSON.
• Experience with a ticketing or bug-tracking platform such as Jira or Salesforce, and the discipline to document investigations properly.
• Ability to prioritise and execute in a high-pressure environment, and readiness to join a live customer troubleshooting session or an internal incident bridge when the situation demands it.
• Willingness to take initiative over a new task, a new assignment or a newly escalated situation - and to work within our 24/7 coverage model.

Nice to Have

• Experience with the ELK Stack, DataDog, Prometheus or Grafana - especially constructing queries rather than only reading dashboards.
• Exposure to AWS/Azure, Docker, Kubernetes or Ansible.
• Experience in Python or Bash. You are comfortable reading scripts and automating small tasks.
• Exposure to ASR, NLU, TTS or voice biometrics technologies.
• Familiarity with CTI concepts and Genesys, NICE CXone, Talkdesk or RingCentral technologies.
• Experience in banking, healthcare or payments, and a working understanding of why compliance controls exist.
• Exposure to distributed support models and cross-timezone handovers.
• Experience using AI assistants in day-to-day triage and troubleshooting.
• Spanish, Portuguese, German or French alongside English.

Benefits

• A structured ramp combining OCP courses and exercises designed by our Academy team, shadowing of our internal channels and knowledge base, and working alongside the team on real tickets from early on.
• Work on a product used by major banks, insurers, healthcare providers and telcos worldwide.
• Defined career progression within Technical Support, with senior and specialist tracks, and structured knowledge-transfer programmes across our Athens, Costa Rica and Manila hubs.
• A team that values collaboration, where your voice is heard and your feedback shapes the product.
• Attractive salary, benefits and long-term employment.
• The latest Apple equipment.
• Private health insurance.
• Long-term employment with the working days vacation.
• Development in professional growth (courses, training, etc).
• Being part of successful cutting-edge technology products that are making a global impact in the service industry.
• Proficient and fun-to-work-with colleagues.
• Apple gear.