Technical Support Engineer
Job Description
Join Omilia, a global leader in Conversational Intelligence. We don't just build software; we create the technology that powers millions of customer interactions for major enterprises worldwide.
We are looking for a Technical Support Engineer to join our Omilia Cloud Platform (OCP) team; a group of motivated professionals dedicated to keeping our cutting-edge AI solutions running smoothly.
Role Overview:
As a Technical Support Engineer, you are the first line of defense and a trusted advisor for our global partners and enterprise customers. You won't just be closing tickets; you will be diagnosing complex issues, analyzing logs, and collaborating with internal teams to improve our product.
Important Note: To support our global customer base, our function operates on a 24/7 (365) rotational shift basis, with teams across the globe.
Key Responsibilities:
Own the Solution: Manage the full lifecycle of support requests(technical issues, queries etc),for the Omilia Cloud Platform, from initial diagnosis to resolution.
- Deep Dive Troubleshooting: Investigate issues involving proprietary AI technologies hosted on AWS or Azure.
- Crisis Management: Participate in bridge calls during critical production incidents, providing impact analysis and calm, clear communication.
- OCP Operations: Handle specific resource management requests within the OCP environment.
- Knowledge Sharing: Document "how-to" guides, troubleshooting steps, and root cause analyses to empower the team and our customers.
- Bridge the Gap: Act as the voice of the customer, providing data-driven feedback to our Product and Development teams to prevent future issues.
Requirements
- Experience: 2+ years in a Technical Support position OR a Bachelor’s degree in
- Computer Science (or related field).
- Communication: Excellent English (verbal and written) with the ability to explain technical concepts to non-technical stakeholders.
- Linux & Web Smarts: Basic experience with Web/App Server administration (Apache, Tomcat, Nginx) and a solid grip on Linux environments.
- Database Knowledge: Fundamental knowledge of how databases operate.
- Networking Fundamentals: Understanding of TCP/IP, HTTPS, SIP, RTP and general network troubleshooting.
Will Be a Plus:
- Observability: Experience with the ELK Stack, DataDog, Prometheus, or Grafana.
- Cloud & DevOps: Exposure to AWS/Azure, Docker, Kubernetes, or Ansible.
- The Scripting Mindset: Essential proficiency in Python or Bash. You are
comfortable reading scripts and automating small tasks.
Benefits
- Fixed compensation;
- Private Medical 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.
Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.
