Tier 1 Support Engineer

Description At ThetaRay, our purpose is to make the world a safer place by protecting the integrity of the global financial system. We do this by putting AI at the core of both our technology and our way of working. Our AI-driven solutions help banks and fintech companies worldwide detect and stop serious financial crime, from human trafficking and terrorist financing to sophisticated money laundering, while advanced technology, automation, and AI-driven tools help our teams collaborate smarter, move faster, and continuously improve how we build, deliver, and innovate. About the role: We are looking for a Tier 1 Support Engineer to turn expertise, initiative, and bold thinking into real impact on the next generation of AI-driven financial crime detection. If you combine strong technical troubleshooting and problem-solving capabilities with hands-on experience in solution deployment and customer-facing support, and if you are motivated by delivering outstanding service to global financial institutions while working at the heart of a mission-critical platform, ThetaRay could be your next challenge. This role is based in North America (Mexico). Responsibilities Support AI-driven agentic ecosystems and contribute to model training and configuration. Alerts handling - Respond to and resolve cases generated from system alerts and monitoring tools. Customer communication - Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case Become a product expert for customers and stay up-to-date on new features Support our customers during the onboarding, implementation, and production phases including incidents and deployments Work closely with the SRE teams and escalate according to our escalation flows Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations Participate in our global On Call rotation KPIs - Adhere to strict KPIs and SLAs both internally and externally Requirements Minimum of 1+ years of experience in a Technical Support organization - must Experience in SysAdmin on Linux environment and networking - advantage Strong analytical and troubleshooting skills with a proven ability to solve technical problems Familiarity with Kubernetes administration (Azure AKS is preferred) and distributed applications in customer-facing SaaS environments - advantage Experience working with SQL databases - advantage Hands-on experience with version-control tools such as GIT/BitBucket - advantage Business-oriented and able to work with external customers and cross-functional teams Team player Fluent English language skills (spoken and written) Ability to travel internationally for training sessions