At Hypatos we pride ourselves on developing a people-first culture with a customer-centric mentality. We are always ready to go above and beyond for our people and our customers.
Is one of your core values about helping and caring for others? Then, you already fit right in with our Customer Service Team.

As our COE team member, you will take over the roles of our Customer Success team's delivery and technical solutions.
You will be the primary contact for every incoming inquiry about our software, answering and documenting technical questions. You will be the confluence (pun intended) between our customers and our delivery, machine learning, development, and product teams.
Your role will include the implementation of projects with our customers.
Furthermore, you will help improve our data processing pipeline that powers our AI technology.
We are looking for an A-player thriving for technical and personal growth. Ready to take full ownership of this role to help us create and improve Hypatos, in every possible way.

Responsibilities:

• You will become an expert in our market-leading AI Agent platform for intelligent document processing to help our customers to implement our product and get the most out of it.
• Write prompts and create agentic workflows that are tailored to automate our customer’s business processes.
• Configure, customize and optimize our application for seamless user experiences.
• Serve as the voice of Hypatos, delivering exceptional care and ensuring top-tier quality across all customer deliveries.
• Collaborate with cross-functional teams to develop and implement tailored solutions for customer projects, meeting specific requirements with precision.
• Proactively contribute ideas for process improvements and independently implement them to enhance overall efficiency.
• Ensure adherence to Key Performance Indicators (KPIs), balancing prioritization and timely delivery.
• Participate in Root Cause Analysis (RCA) processes to optimize workflows and expand our knowledge base.
• Resolve basic and intermediate Customer Success (CS) and Professional Services (PS) issues, coordinating escalations as needed.
• Support the Professional Services Team in the resolution of expert-level technical challenges.
• Maintain and develop tools to automate and streamline operational processes around our product delivery.
• Enhance and maintain self-help repositories such as knowledge bases, Q&As, and learning platforms.
• Collaborate closely with the Product Team to ensure strong feedback loops, driving continuous service improvement.
• Work with the Data Processing Team to boost the accuracy and performance of our machine learning models and product offerings.

• Educational Background: Degree in IT, Computer Science, Engineering, or a related field.
• Willingness to work with CET time tone
• Technical Skills:
  • Knowledge of software development (especially Python).
  • Experience with database management (SQL, Postgres, MongoDB), understanding how to structure and manage data efficiently for varied use cases.
  • Basic knowledge of Rest API.
• Problem-Solving:
  • You excel at breaking down complex problems and delivering clean, effective solutions.
  • Data driven mindset, skill in making quick, well-founded decisions by considering various options and selecting the best solution.
  • Capacity to generate new and effective solutions to challenging problems by thinking "outside the box" and applying creative approaches.
• Communication Skills:
  • Fluent in English (both written and verbal), with the ability to clearly explain technical issues to non-technical audiences.
  • Experience working in fast-paced, innovative environments
  • You’re also unafraid to ask for help when needed.

Nice to have:

• Prior experience in Technical Support with knowledge of ITSM processes and SLA management.
• Familiarity with ticketing systems such as Jira Software, Jira Service Management, or Salesforce.
• Experience in JavaScript.
• Knowledge of Python web frameworks (Flask, FastAPI, etc.).
• Experience with Prompt Engineering for LLMs.

• We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business
• Beyond a top market compensation, you will enjoy a unlimited vacation days, professional development activities, meal allowance, sporting activities and free beers as well as a hybrid working mode
• We're building a positive organizational culture where personal and professional growth are just as important as business growth
• We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong

Hypatos is an AI/Machine Learning technology company, applying Deep Learning technology to liberate back-office tasks from manual data entry. We are building advanced Machine Learning models to process complex semi-structured document processing tasks to save costs and enhance organizational efficiency. Our clients benefit from increased processing speed, cost savings, and higher data quality.

We are at a very exciting growth stage at this moment - with a successful Series A funding round from investors including Blackfin Tech, Grazia Equity, UVC Partners, and Plug & Play Ventures, we are expanding our portfolio of AI models and growing internationally, aiming to become a global technology powerhouse. Join us to be part of the mission of improving the way hundreds of millions of people work every day.