Technical Support Engineer

February 15

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Omilia - Conversational Intelligence

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Omilia is a leader in Conversational AI, specializing in voice and chat solutions that enable natural, end-to-end customer interactions. Their Omilia Cloud Platform provides advanced AI-driven customer service tools, including real-time agent assistance, voice biometrics for fraud prevention, and data analytics to enhance customer insights. Serving industries such as finance, insurance, retail, automotive, and travel, Omilia focuses on automating customer service while ensuring a secure and personalized experience.

Natural Language Self-Care • Customer Experience • Call Center • Artificial Intelligence • Virtual Assistants

201 - 500 employees

Founded 2002

🤖 Artificial Intelligence

🛍️ eCommerce

💰 $20M Private Equity Round on 2020-05

📋 Description

• We are looking for self-motivated, customer-oriented individual with a strong technical background, analytical thinking and problem-solving skills candidate, who: • Strives to work in a complex environment, solving technical issues, helping partners and customers to run Omilia products at their full potential • Is eager to learn new technologies • Is willing and able to take initiative/ownership over the new task, new assignment, new escalated situation • Could be both: a team player as well as an independent problem solver • Looks forward to becoming an integral part of the Support team • Provide support for Omilia products and applications • Troubleshoot and resolve reported technical cases using knowledge, best practices, tools, common sense and making sure the initial response and resolution times meet customer facing SLAs • Achieve KPIs set on the individual level as well as on the team one • Use of a personal or shared lab environment to reproduce reported issues and verify potential solutions • Communicate and collaborate with partners and customers as well as with the Omilia internal teams to provide technical assistance in an effective and timely fashion • Properly track all the communications and troubleshooting steps using the case management platform • Prioritize your tasks based on the current situation; being available to join customer facing live troubleshooting session or an internal incident bridge if the situation demands • Collaborate closely with the Delivery, Product, and Platform teams to troubleshoot issues and communicate new features. • Contribute to the creation and maintenance of Knowledge Base articles (e.g., SOPs) to assist customers, partners, and Omilians in effective self-service

🎯 Requirements

• Bachelor's Degree in Computer Science or related field (or equivalent experience) • Strong analytical and problem-solving skills • Excellent verbal and written communication skills in English with ability to convey information clearly and accurately Excellent time management skills and ability to prioritize and execute tasks in a high-pressure environment • Basic experience and knowledge with any of: • Case management and bug tracking platforms (eg. Salesforce, Jira) • Elastic Stack, DataDog or any other similar Cloud monitoring service • Web APIs • Databases: Oracle, MySQL

🏖️ Benefits

• Fixed compensation; • Long-term employment with the working days vacation; • Development in professional growth (courses, training, etc); • Being part of successful cutting-edge technology products that are making a global impact in the service industry; • Proficient and fun-to-work-with colleagues; • Apple gear.