Technical Support Engineer, Customer Care

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🕒 Julho 13

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Hypatos

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤖 Inteligência Artificial

🏢 Corporativo

💸 Finanças

💰 Series A em 2022-01

Artificial Intelligence • Enterprise • Finance

A Hypatos é uma empresa especializada em automação de processamento de documentos com IA. Sua plataforma aumenta a eficiência ao utilizar agentes de IA (AI agents) que tratam de documentos transacionais, elevando a velocidade e a precisão e reduzindo a necessidade de intervenção manual. A empresa oferece soluções para diversos processos de negócios, como contas a pagar, despesas de viagem e processamento de pedidos. A Hypatos integra-se a sistemas líderes como SAP e Microsoft, garantindo implantação rápida e operação contínua. As capacidades da plataforma permitem que as empresas alcancem altos níveis de automação, reduzindo significativamente os custos operacionais e os erros.

Descrição

• 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

🎯 Requisitos

• 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 • Problem-Solving: 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 • Communication Skills: Fluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences. • Customer service mindset with ability to communicate technical issues clearly • Nice to have: Experience in finance domains such as P2P, O2C, R2R, H2R, 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.

🏖️ Benefícios

• personal development budget • meal allowance • sporting activities • free beers • hybrid working model