Technical Support Engineer, Customer Care

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Hypatos

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

💸 Finance

💰 Series A on 2022-01

Artificial Intelligence • Enterprise • Finance

Hypatos is a company specializing in AI-powered document processing automation. Its platform enhances efficiency by deploying AI agents that handle transactional documents, increasing speed and accuracy while reducing the need for manual intervention. The company offers solutions for various business processes such as accounts payable, travel expenses, and order processing. Hypatos integrates with major systems like SAP and Microsoft, ensuring quick deployment and seamless operation. The platform's capabilities allow businesses to achieve high levels of automation, significantly lowering operational costs and reducing errors.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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