Technical Support Engineer

Omilia is a leader in enterprise Conversational and Agentic AI for customer experience.

We power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention and agent assist, and completes customer service tasks with human-like understanding.

Our work is recognised by the industry's leading analysts:

• Gartner Magic Quadrant. Omilia was recognized as a Visionary in the 2026 Gartner® Magic Quadrant™ for Conversational AI Platforms due to its self-learning agentic customer experience (CX) platform.
• Forrester Wave. Omilia was named a Leader in The Forrester Wave™: Conversational AI Platforms For Customer Service, Q2 2026, cited for its voice-first approach, tight agent governance, and strong enterprise security and scalability.

We are looking for a Technical Support Engineer to join the Omilia Cloud Platform (OCP) team - the group that keeps our conversational AI running for enterprise customers in production.

As a Technical Support Engineer you are the first line of defense and a trusted advisor for our global partners and enterprise customers. You will not just be closing tickets: you will diagnose complex issues across speech recognition, natural language understanding, dialogue management and telephony integration, analyse logs across distributed services, and work with internal teams to make the product better.

You will report to the Technical Support Team Leader and work closely with Delivery, Product, Platform Operations and Customer Success.

Important Note:  Our Support Teams operate 24/7, including holidays and weekends.

• →Own the solution. Manage the full lifecycle of support requests for the Omilia Cloud Platform - technical issues, incidents, access requests and queries - from initial triage and diagnosis through to resolution and customer close-out, meeting the response and resolution times our customers are promised.
• →Deep-dive troubleshooting. Investigate issues involving proprietary AI technologies hosted on AWS and Azure. Trace individual conversations across platform monitoring, log search and observability tooling using session identifiers, and isolate whether a fault sits in the customer application, the platform, or the partner contact-centre integration.
• →Reproduce, don't assume. Use lab environments to reproduce reported issues and verify candidate fixes before they reach a customer. When documentation falls short, probe how the platform behaves under non-standard configurations rather than taking the report at face value.
• →Crisis management. Participate in bridge calls during critical production incidents, providing impact analysis and calm, clear communication on a defined cadence. Engage the on-call manager when the situation warrants it.
• →Drive escalations to closure. When a ticket needs a specialist team, hand over a properly evidenced investigation and then keep driving it. Referring the work does not transfer the accountability - you still own the outcome for the customer.
• →OCP operations. Handle resource, access and organisation management requests within the OCP environment.
• →Knowledge sharing. Document how-to guides, troubleshooting steps and root-cause analyses from the cases you resolve, so the team and our customers stop solving the same problem twice.
• →Bridge the gap. Act as the voice of the customer, giving data-driven feedback to Product and Development to prevent the next occurrence.
• →Hit your numbers. Work to individual and team KPIs on response time, resolution time and customer satisfaction, and track every communication and troubleshooting step in the case management platform.

What We're Looking For

• Experience. 2+ years in a technical support position, or a Bachelor's degree in Computer Science or a related field.
• Analytical rigour. Strong problem-solving skills with a systematic, methodical approach - and the instinct to gather evidence before drawing a conclusion.
• Communication. Excellent English, verbal and written, with the ability to explain technical concepts clearly to non-technical stakeholders and to stay composed with a customer under pressure.
• Linux and web smarts. A solid grip on Linux environments and basic experience with web/application server administration (Apache, Tomcat, Nginx).
• Networking fundamentals. Understanding of TCP/IP, HTTPS, SIP and RTP, and general network troubleshooting.
• Database knowledge. Fundamental understanding of how databases operate and comfort running basic queries.
• APIs. Working knowledge of Web/REST APIs and JSON.
• Case management. Experience with a ticketing or bug-tracking platform such as Jira or Salesforce, and the discipline to document investigations properly.
• Time management. Ability to prioritise and execute in a high-pressure environment, and readiness to join a live customer troubleshooting session or an internal incident bridge when the situation demands it.
• Ownership. Willingness to take initiative over a new task, a new assignment or a newly escalated situation - and to work within our 24/7 coverage model.

Nice to Have

• Observability. Experience with the ELK Stack, DataDog, Prometheus or Grafana - especially constructing queries rather than only reading dashboards.
• Cloud and DevOps. Exposure to AWS/Azure, Docker, Kubernetes or Ansible.
• The scripting mindset. Experience in Python or Bash. You are comfortable reading scripts and automating small tasks.
• Conversational AI. Exposure to ASR, NLU, TTS or voice biometrics technologies.
• Contact centre. Familiarity with CTI concepts and Genesys, NICE CXone, Talkdesk or RingCentral technologies.
• Regulated environments. Experience in banking, healthcare or payments, and a working understanding of why compliance controls exist.
• Follow-the-sun. Exposure to distributed support models and cross-timezone handovers.
• AI-assisted tooling. Experience using AI assistants in day-to-day triage and troubleshooting.
• Languages. Spanish, Portuguese, German or French alongside English.