Customer Support Engineer

hace 2 días

Tres Cantos, España AI against Fraud & Financial Crime A tiempo completo

**WHY YOU SHOULD CONSIDER THIS OPPORTUNITY**

Lynx was born 20 years ago to lead the fight against fraud and financial crime through advanced AI technologies, continuous innovation, and deep industry expertise.

As pioneers in artificial intelligence (AI) for fraud and financial crime prevention, for us, AI isn´t just a trend our expertise honed over decades.

Lynx is building an integrated Fraud and AML platform for a 360-degree view of risk, using transactional fraud, AML, and cybersecurity data for extraordinary insights and real-time responses. We live by our Lynx brand with superior vision, agility, and speed, to deliver outstanding customer experience and build long-term trustworthy relationships.

Headquartered in Madrid with a presence in 10 countries, 5 sales offices and a team of +130 IA experts and developers worldwide, Lynx is dedicated to helping 300+ Million users protected, move from a reactive to a proactive response by harnessing the power of AI to illuminate risk and deliver actionable insights.

Lynx is differentiated by Focus on People: We connect exceptional talent, continuous innovation, outstanding customer experience, and operational performance to deliver the best value for our Clients.

Our team is the perfect balance between talent and excellence. We try to promote personal growth and continuous training, as well as work-life balance. Find your next challenge with us And be part of our great global team that works to help people and companies fight fraud and financial crime.

**WHAT YOU WILL BE DOING**

Our Technical Support team is critical to our success and mission. As part of this team, you will enable customer success by providing technical support ensuring the software is working as expected. We fix and identify technical problems focused on providing outstanding customer experience.

The following are some of the key responsibilities and requirements for this role:

- Provide 24x7 (on-call) Technical support to customers and partners for critical incidents.
- Provide configurations, troubleshooting, and best practices to customers.
- Manage support cases ensuring issues are recorded, tracked, and resolved, and follow-ups are done on time.
- Work with engineering if needed to provide fixes and other remediation to issues.
- Provide fault isolation and root cause analysis for technical issues.
- Publish technical solutions in the Knowledge Base.
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Being able to identify trends and a proactive mindset to avoid issues.

**EXPERIENCE**
- +5 years of experience in Technical Support Roles, Technical Consulting or Information Technology.

**EDUCATION**
- Bachelor's degree in computer science, Information Technology (IT) or similar STEM education.

**SKILLS & KNOWLEDGE**
- Excellent written and verbal communication skills.
- Fluent knowledge of English and Spanish. Portuguese will be highly valued.
- Ability to work independently, as well as contributing as a team player.
- Experience using/programming AWK/Bash Scripting
- Experience with Linux (user level)
- Experience with databases (SQL, Oracle). User level to query the database.
- Experience with Elastic Search/Kibana. Advanced user level required.
- Scripting and automation in Python will be considered an added value.

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