{"id":2792914,"url":"https://alion.io/job/hypatos-technical-support-engineer-customer-care","title":"Technical Support Engineer (Customer Care)","company":{"id":32382,"name":"Hypatos","domain":"hypatos.ai","url":"https://alion.io/company/hypatos","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Prometheus","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Docker","optional":true},{"name":"ITIL","optional":true},{"name":"Kubernetes","optional":true},{"name":"Machine Learning","optional":true},{"name":"NumPy","optional":true},{"name":"Oracle","optional":true},{"name":"PyTorch","optional":true}],"status":"live","first_seen_at":"2022-01-10T11:33:47Z","employer_posted_date":"2022-01-10","last_verified_at":"2026-10-17T20:47:50Z","board_verified":true,"closed_at":null,"days_open":1742,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":1741},"description":"Your mission\nYour Mission\nThe 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.\nWe 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.\nResponsibilities:\nIncident Response & Resolution Respond to technical incidents with defined SLA compliance\nDiagnose and resolve complex technical issues across the AI stack\nEscalate critical issues to appropriate technical teams when needed\nDocument incident resolutions and maintain knowledge base\n\nTechnical Excellence & Innovation Adopt latest monitoring tools and support methodologies\nImplement standards and innovation in support processes\nCollaborate with delivery teams to improve solution reliability\nProvide technical feasibility input during solution design\n\nCustomer Support & Communication Act as technical expert during customer escalations\nProvide clear communication on incident status and resolutions\nDeliver technical guidance on system optimization and best practices\n\nSystem Monitoring & Maintenance Monitor AI solution performance across all customer environments\nImplement proactive monitoring systems and alerting mechanisms\nPerform regular health checks and preventive maintenance activities\nTrack system metrics and identify performance optimization opportunities\n\nYour profile\nExperience as a Technical Support Engineer, DevOps Engineer, or SRE in enterprise software or SaaS environments\nEducation in the field of IT, Computer Science, Engineering or similar \nTechnical Skills:Strong background in system monitoring, troubleshooting, and incident management\nExperience with AI/ML systems, APIs, and integration platforms is a strong plus\nProficiency in monitoring tools (Prometheus, Grafana, ELK stack, or similar)\nUnderstanding of cloud platforms (AWS, Azure, GCP) and containerization\nExperience with database systems, log analysis, and performance tuning\nKnowledge of emerging AI technologies, LLMs, and agent frameworks\nExperience with database management (SQL, Postgres, MongoDB), understanding how to structure and manage data efficiently for varied use cases.\n\nProblem-Solving:Understanding of enterprise integration patterns and system architecture\nStrong problem-solving skills with ability to architect complex automated solutions\nData driven mindset, skill in making quick, well-founded decisions by considering various options and selecting the best solution.\nUnderstanding of technical standards, architecture, and compliance requirement\n\n Communication Skills:\nFluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences.\nExperience working in fast-paced, innovative environments\nYou’re also unafraid to ask for help when needed.\nCustomer service mindset with ability to communicate technical issues clearly\nCollaborative approach, working effectively with delivery and product teams\n 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.\nPrevious experience working with ITIL Incident, Change and Problem Management processes is a plus.\nContainerized applications (Docker and K8s), Machine Learning (PyTorch, NumPy, pandas)\nExperience working with Enterprise ERP systems (e.g., SAP, Oracle, Workday, MSD365) and Business Software/SaaS applications.\nOur Promise\nWe 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 \nBeyond 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\nWe're building a positive organizational culture where personal and professional growth are just as important as business growth \nWe 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","description_format":"text","description_chars":4843,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Document AI"],"lifecycle":[{"event":"open","at":"2026-10-17T20:47:50Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.238,"p_room":0.28,"age_days":1742,"expected_fill_days":60,"reasons":["conf:20","win:tail","crowd:"],"computed_at":"2026-10-18T17:07:46Z"},"pay":null,"html_url":"https://alion.io/job/hypatos-technical-support-engineer-customer-care","json_url":"https://alion.io/job/hypatos-technical-support-engineer-customer-care.json","meta":{"generated_at":"2026-10-18T17:07:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22412,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":32382},"rest":"https://alion.io/mcp/rest/get_company?id=32382"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhypatos-technical-support-engineer-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhypatos-technical-support-engineer-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhypatos-technical-support-engineer-customer-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hypatos-technical-support-engineer-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhypatos-technical-support-engineer-customer-care"}]}