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Hypatos · 2 months ago

Technical Support Engineer (Customer Care)

United States

Full-time

Remote

Mid, Senior Level

Hypatos is redefining enterprise work by deploying LLM-powered AI Agents into the heart of business operations. As a Technical Support Engineer, you will ensure the technical health of deployed AI solutions, monitor system performance, resolve incidents, and implement proactive measures to enhance customer experience.

Artificial Intelligence (AI)ComputerSoftware

Responsibilities

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

Qualification

Technical Support EngineerSystem MonitoringTroubleshootingIncident ManagementAI/ML SystemsMonitoring ToolsCloud PlatformsDatabase ManagementCustomer Service MindsetProblem-SolvingCommunication SkillsCollaboration

Required

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

Experience with database management (SQL, Postgres, MongoDB), understanding how to structure and manage data efficiently for varied use cases

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

Fluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences

Experience working in fast-paced, innovative environments

You're also unafraid to ask for help when needed

Customer service mindset with ability to communicate technical issues clearly

Collaborative approach, working effectively with delivery and product teams

Preferred

Experience in finance domains such as P2P (Procure-to-Pay), O2C (Order-to-Cash), R2R (Record-to-Report), H2R (Hire-to-Retire), 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