Technical Support Engineer

🔥 0 minutes ago

🇬🇷 Greece – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Omilia - Conversational Intelligence

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💼 Consulting

🛡️ Insurance

✈️ Travel

Consulting • Insurance • Travel

Omilia is a leader in Conversational AI, specializing in voice and chat solutions that enable natural, end-to-end customer interactions. Their Omilia Cloud Platform provides advanced AI-driven customer service tools, including real-time agent assistance, voice biometrics for fraud prevention, and data analytics to enhance customer insights. Serving industries such as finance, insurance, retail, automotive, and travel, Omilia focuses on automating customer service while ensuring a secure and personalized experience.

📋 Description

• Serve as the first line of defense and trusted advisor for global partners and enterprise customers • Manage the full lifecycle of Omilia Cloud Platform support requests, from triage and diagnosis through resolution and customer close-out • Troubleshoot issues across speech recognition, natural language understanding, dialogue management and telephony integration • Investigate proprietary AI technologies hosted on AWS and Azure • Trace conversations across monitoring, log search and observability tools using session identifiers • Isolate faults in customer applications, the platform or partner contact-centre integrations • Reproduce reported issues in lab environments and verify candidate fixes • Participate in bridge calls during critical production incidents, provide impact analysis and communicate updates • Engage the on-call manager when warranted • Drive escalations to specialist teams through closure while retaining customer accountability • Handle resource, access and organization management requests in the OCP environment • Document how-to guides, troubleshooting steps and root-cause analyses • Provide data-driven customer feedback to Product and Development • Work to KPIs for response time, resolution time and customer satisfaction • Track communications and troubleshooting steps in the case management platform • Report to the Technical Support Team Leader and collaborate with Delivery, Product, Platform Operations and Customer Success

🎯 Requirements

• 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 • Excellent English, verbal and written • Ability to explain technical concepts clearly to non-technical stakeholders and stay composed under pressure • Solid understanding of Linux environments • Basic experience with web/application server administration: Apache, Tomcat, Nginx • Understanding of TCP/IP, HTTPS, SIP and RTP • General network troubleshooting knowledge • Fundamental understanding of databases and ability to run basic queries • Working knowledge of Web/REST APIs and JSON • Experience with ticketing or bug-tracking platforms such as Jira or Salesforce • Ability to prioritize and execute in a high-pressure environment • Readiness to participate in live customer troubleshooting sessions and internal incident bridges • Willingness to take initiative and work within a 24/7 coverage model • Nice to have: ELK Stack, DataDog, Prometheus or Grafana • Nice to have: AWS/Azure, Docker, Kubernetes or Ansible • Nice to have: Python or Bash • Nice to have: ASR, NLU, TTS or voice biometrics • Nice to have: CTI concepts and Genesys, NICE CXone, Talkdesk or RingCentral • Nice to have: banking, healthcare or payments experience • Nice to have: distributed support models and cross-timezone handovers • Nice to have: AI assistants for triage and troubleshooting • Nice to have: Spanish, Portuguese, German or French alongside English

🏖️ Benefits

• Fixed compensation • 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 • Equal opportunity and diverse, inclusive workplace