Technical support engineer (EMEA Professional Services)

SPitch is a global provider of B2B and B2C Conversational AI solutions, headquartered in Switzerland since 2014. We help companies to better understand and serve their customers by means of Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning (ML).

As a Technical Support Engineer, your primary goal will be to provide quality support to our customers, ensuring timely resolution of incidents and support tickets. You will be responsible for communicating with customers, gathering technical details, and resolving simple to middle-level technical issues.

Verantwortlichkeiten | Responsibilities:

• Design, implementation and assessment of chatbots/virtual assistants dialogue scripts
• Communicate effectively with customers to understand their technical issues.
• Gather relevant technical details to diagnose and troubleshoot problems.
• Independently resolve simple to middle-level technical support cases.
• Patch and update software
• Provide technical assistance to customers, guiding them through technical challenges.
• Collaborate with third-line engineers and escalate complex issues when necessary.

Anforderungen | Requirements:

• Experience with Docker, Python, networking, databases, Linux, and Ansible.
• Familiarity with cloud computing platforms (optional).
• Knowledge of Kubernetes (optional).
• Experience with SIP and telephony systems (optional).
• Familiarity with Terraform (optional).
• Good communication skills
• Fluency in English. German or French is a plus
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Prior experience in a technical support role is a plus