Requirements: English
Company: EC1 Partners
Region: Madrid , Community of Madrid
Job Title: Tier 2 Support Engineer
Location: Madrid (2 to 3 days in office)
Employment Type: Full-Time
About the Role
Were hiring a Tier 2 Support Engineer to join a fast-paced and mission-driven team delivering advanced AI-driven financial crime detection solutions. In this role, you''ll be the bridge between customers and engineeringresolving technical issues, supporting solution deployments, and ensuring a seamless experience during onboarding, implementation, and production.
This is an exciting opportunity to work on critical systems that directly impact the safety and integrity of the global financial ecosystem.
What Youll Do
- Troubleshoot and resolve technical issues escalated from Tier 1 support
- Provide clear, consistent communication to customers throughout the support lifecycle
- Support customer onboarding, deployments, and live production incidents
- Collaborate with Tier 3 engineering teams and escalate issues appropriately
- Maintain and contribute to internal knowledge bases and documentation
- Participate in a global on-call support rotation
- Meet internal and external SLAs and KPIs
What Were Looking For
- 2+ years in a technical support or customer success role (must)
- Strong troubleshooting and problem-solving skills
- Linux system administration and basic networking knowledge (preferred)
- Familiarity with Kubernetes (Azure AKS, RedHat OCP)
- Hands-on experience with Git, BitBucket, or other version control systems
- Experience with SQL databases is a plus
- Confident working directly with external customers and internal stakeholders
- Fluent English (written and spoken)
- A team player who thrives in a fast-moving, collaborative environment
Why Join Us
- Be part of a high-growth tech company shaping the future of fintech
- Work with some of the best minds in AI, ML, and financial technology
- Have a real-world impact on global financial safety and compliance
- Enjoy a collaborative, inclusive culture that values innovation and initiative
- Opportunities for learning, ownership, and career progression
Ready to help build a safer financial world through smart technology?
Apply now to join a team where your skills and ideas truly make a difference.