{"id":462900,"url":"https://alion.io/job/thetaray-tier-3-technical-support-engineer","title":"Tier 3 Technical Support Engineer","company":{"id":178268,"name":"ThetaRay","domain":"thetaray.com","url":"https://alion.io/company/thetaray","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-09-03T11:13:58Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-31T21:22:20Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"Description\nThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintech's, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth. Our technology empowers customers to expand into new markets and introduce groundbreaking products.\nThetaRay is a culture-driven company. Our values are at the heart of our success. By joining us, you'll have the opportunity to embody these values and inspire others through your actions.\nWhy Join ThetaRay?\nAt ThetaRay, you will be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.\nJoin us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at ThetaRay - where innovation meets purpose.\nWe are looking for a Tier 3 Technical Support Engineer to join our growing Global Support organization. The person is responsible for resolving technical issues and taking part in the deployment and delivery of our solutions.\nThe ideal candidate will possess technical expertise, exceptional problem-solving skills, and the ability to work under pressure to provide outstanding service to our customers globally.\nResponsibilities:\nTechnical escalations - Resolve issues that are escalated from Tier 1 support\nCustomer communication - Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case\nBecome a product expert for customers and stay up-to-date on new features\nSupport our customers during the onboarding, implementation, and production phases including incidents and deployments\nWork closely with the Tier 3 Engineers and escalate according to our escalation flows\nKnowledge management - Document solutions and best practices to assist other support teams and reduce future escalations\nParticipate in our global On Call rotation\nKPIs - Adhere to strict KPI’s and SLAs both internally and externally\nRequirements\nMinimum of 2+ years of experience in a Technical Support organization - must\nExperience in SysAdmin on Linux environment and networking - must\nExperience with AI-driven support ecosystems, including agent/skill development and understanding of AI workflows for automated triage, log analysis, and incident resolution.\nStrong analytical and troubleshooting skills with a proven ability to solve technical problems\nExperience with Kubernetes administration in any of: AWS, Azure AKS, RedHat OCP\nExperience working with SQL databases - an advantage\nHands-on experience with version-control tools such as GIT/BitBucket\nBusiness-oriented and able to work with external customers and cross-functional teams\nTeam player\nFluent French language skills - An advantage but not necessary\nFluent English language skills are required for this role. When applying please share your CV in English!","description_format":"text","description_chars":3318,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Financial AI"],"lifecycle":[{"event":"open","at":"2026-09-06T11:33:03Z"},{"event":"open","at":"2026-09-13T06:40:00Z"}],"visa":[],"liveness":{"score":26,"band":"fade","label":"Fading","p_open":1,"p_active":0.581,"p_room":0.44,"age_days":57,"expected_fill_days":40,"reasons":["conf:3","win:tail","crowd:junior"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/thetaray-tier-3-technical-support-engineer","json_url":"https://alion.io/job/thetaray-tier-3-technical-support-engineer.json","meta":{"generated_at":"2026-10-31T22:56:26Z","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":35757,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"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":178268},"rest":"https://alion.io/mcp/rest/get_company?id=178268"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthetaray-tier-3-technical-support-engineer"},{"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%2Fthetaray-tier-3-technical-support-engineer"},{"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%2Fthetaray-tier-3-technical-support-engineer"},{"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/thetaray-tier-3-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthetaray-tier-3-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":462900}},{"tool":"search_jobs","arguments":{"company":"thetaray.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":462900},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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