Technical Support Engineer

Your mission At Hypatos, our Technical Support Engineers are guardians of system excellence—ensuring every AI solution operates at peak performance with minimal disruption to customers' critical business processes. 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 improving our support processes and monitoring approaches. Responsibilities: Incident Response & Resolution—respond to incidents with defined SLA compliance; diagnose and resolve complex issues; escalate when needed; document resolutions. Technical Excellence & Innovation—adopt monitoring tools, standardize processes, collaborate with delivery teams; provide input during solution design. Customer Support & Communication—act as technical expert during escalations; communicate incident status and resolutions; provide guidance on optimization. System Monitoring & Maintenance—monitor performance across environments; implement proactive monitoring and alerting; conduct health checks; track metrics. Your profile Experience as a Technical Support Engineer, DevOps Engineer, or SRE in enterprise software or SaaS; IT/CS/Engineering education; strong monitoring, troubleshooting and incident management skills; AI/ML systems, APIs, and integration platforms a plus; Prometheus, Grafana, ELK; cloud platforms AWS/Azure/GCP and containers; database experience; knowledge of AI tech and data management; fluent English; experience in fast-paced environments; willingness to ask for help. Nice to have: experience with finance domains and ITIL processes; Docker, Kubernetes; PyTorch, NumPy, pandas; ERP familiarity. Our Promise We offer autonomy, development budget, meal allowance, sports activities, and a hybrid work model. About us Hypatos builds AI-driven enterprise solutions. Apply for this job