Role overview

Qualifications

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
Fluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences

Responsibilities

Respond to technical incidents with defined SLA compliance
Diagnose and resolve complex technical issues across the AI stack
Implement standards and innovation in support processes
Monitor AI solution performance across all customer environments

Key facts

Remote from: Anywhere
Full time
Technical Support Engineer
English

Hard skills

Incident Management System Monitoring Database Systems Log Analysis Database Management Containerization Machine Learning ERP Systems Knowledge

Other skills

Problem Solving
Collaboration
Customer Service

About the company

Hypatos

Balancing humans and machines to accelerate business. Hypatos adds value to critical business operations using third wave AI and advanced automation technologies for document processing. By replacing routine and complex tasks with intelligent solutions, we are unlocking human potential and reshaping the workplace. As AI agents manage administrative tasks efficiently, accurately and cost effectively, people focus on strategic decisions and designing innovative solutions to bring business to the next level. Data Protection Policy: https://www.hypatos.ai/privacy-policy

Company details

Company typeScaleup

Company size51 - 200

Links

Website LinkedIn See all jobs

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Job description

Your mission

Your Mission

The rise of Agentic AI demands rock-solid reliability and proactive support. At Hypatos, our Technical Support Engineers are the guardians of system excellence—ensuring every AI solution we deliver operates at peak performance with minimal disruption to our customers' critical business processes.
In this role, you'll own the technical health of deployed AI solutions: monitoring system performance, resolving incidents with precision, and implementing proactive measures to prevent issues before they impact customers. You'll be the technical expert customers rely on when things get complex, while continuously improving our support processes and adopting innovative monitoring approaches.
We value technical depth, problem-solving excellence, and a passion for reliability engineering. As a Technical Support Engineer, you'll stay ahead of emerging issues, master cutting-edge monitoring tools, and help our customers achieve maximum uptime and performance from their AI investments.

Responsibilities:

Incident Response & Resolution
1. Respond to technical incidents with defined SLA compliance
2. Diagnose and resolve complex technical issues across the AI stack
3. Escalate critical issues to appropriate technical teams when needed
4. Document incident resolutions and maintain knowledge base
Technical Excellence & Innovation
1. Adopt latest monitoring tools and support methodologies
2. Implement standards and innovation in support processes
3. Collaborate with delivery teams to improve solution reliability
4. Provide technical feasibility input during solution design
Customer Support & Communication
1. Act as technical expert during customer escalations
2. Provide clear communication on incident status and resolutions
3. Deliver technical guidance on system optimization and best practices
System Monitoring & Maintenance
1. Monitor AI solution performance across all customer environments
2. Implement proactive monitoring systems and alerting mechanisms
3. Perform regular health checks and preventive maintenance activities
4. Track system metrics and identify performance optimization opportunities

Your profile

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
Technical Skills:
1. Strong background in system monitoring, troubleshooting, and incident management
2. Experience with AI/ML systems, APIs, and integration platforms is a strong plus
3. Proficiency in monitoring tools (Prometheus, Grafana, ELK stack, or similar)
4. Understanding of cloud platforms (AWS, Azure, GCP) and containerization
5. Experience with database systems, log analysis, and performance tuning
6. Knowledge of emerging AI technologies, LLMs, and agent frameworks
7. Experience with database management (SQL, Postgres, MongoDB), understanding how to structure and manage data efficiently for varied use cases.

Problem-Solving:
1. Understanding of enterprise integration patterns and system architecture
2. Strong problem-solving skills with ability to architect complex automated solutions
3. Data driven mindset, skill in making quick, well-founded decisions by considering various options and selecting the best solution.
4. 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.
Experience working in fast-paced, innovative environments
You’re also unafraid to ask for help when needed.
Customer service mindset with ability to communicate technical issues clearly
Collaborative approach, working effectively with delivery and product teams

Nice to have:

Experience in finance domains such as P2P (Procure-to-Pay), O2C (Order-to-Cash), R2R (Record-to-Report), H2R (Hire-to-Retire), 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.

Our Promise

We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business
Beyond a top market compensation, you will enjoy a personal development budget, meal allowance, sporting activities and free beers as well as a hybrid working model
We're building a positive organizational culture where personal and professional growth are just as important as business growth
We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong

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