Tier 2 Support Engineer jobs in United States
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ThetaRay · 1 month ago

Tier 2 Support Engineer

positionNY, New York, US
timeFull-time
remoteHybrid
seniorityEntry, Mid Level
money$80K/yr - $120K/yr
date2+ years exp

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintech's, banks, and regulatory bodies worldwide. The Tier 2 Support Engineer will be responsible for resolving technical issues, engaging with customers, and supporting them during onboarding and implementation phases.

FinanceFinTechPayments
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Growth Opportunities
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H1B Sponsor Likelynote

Responsibilities

Technical escalations - Resolve issues that are escalated from Tier 1 support
Customer communication - Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case
Become a product expert for customers and stay up-to-date on new features
Support our customers during the onboarding, implementation, and production phases including incidents and deployments
Work closely with the Tier 3 Engineers and escalate according to our escalation flows
Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations
Participate in our global On Call rotation
KPIs - Adhere to strict KPI’s and SLAs both internally and externally

Qualification

Technical Support experienceAnalytical skillsTroubleshooting skillsKubernetes administrationSQL databasesVersion control (GIT/BitBucket)Customer communicationBusiness-orientedEnglish proficiencySpanish/PortugueseTeam player

Required

Minimum of 2+ years of experience in a Technical Support organization - required
Strong analytical and troubleshooting skills with a proven ability to solve technical problems
Business-oriented and able to work with external customers and cross-functional teams
Team player
Native English speaker or equivalent proficiency - required

Preferred

Experience in SysAdmin on Linux environment and networking - preferred, but not required
Familiarity with Kubernetes administration (Azure AKS, RedHat OCP)
Experience working with SQL databases - preferred, but not required
Hands-on experience with version-control tools such as GIT/BitBucket
Spanish/Portuguese - preferred, but not required

Company

ThetaRay

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ThetaRay develops a transaction monitoring platform to identify signs of money laundering.
dateFounded in 2013
location
Hod Hasharon, HaMerkaz, ISR
people-size201-500 employees
web-link
http://www.thetaray.com

H1B Sponsorship

ThetaRay has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)

Funding

Current Stage
Late Stage
Total Funding
$169.5M
Key Investors
Portage VenturesABN AMRO VenturesJerusalem Venture Partners (JVP)
2023-09-05Series D· $57M
2021-05-18Series C· $31M
2019-08-26Convertible Note· $15M

Leadership Team

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Peter Reynolds
Chief Executive Officer
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Barak Klein
Chief Financial Officer & General Manager, Israel
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Recent News

Finovate
Fintech Rundown: A Rapid Review of Weekly News
2025-10-28
Paypers
ThetaRay, Kaufman Rossin complete AI AML Model validation
2025-10-28
AETOSWire
ThetaRay and Kaufman Rossin Announce AI AML Model Validation at Money20/20 USA
2025-10-27
Company data provided by crunchbase