Lead Customer Support Engineer

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Lead Customer Support Engineer plays a critical role in ensuring exceptional customer service by overseeing and guiding a team of support engineers. This role involves managing the escalation process, troubleshooting complex technical issues, and collaborating with cross-functional teams to resolve customer concerns efficiently. Additionally, the Lead Customer Support Engineer develops and implements support strategies, mentors junior staff, and continuously works to improve customer support processes and satisfaction. Their expertise in both technical problem-solving and leadership helps ensure the best possible outcomes for customers and the company.

- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 5 years of experience in customer support or a similar role
- Proven experience in a leadership or supervisory role within a technical support team
- Strong technical knowledge of software installations, configurations, and troubleshooting
- Excellent communication skills, both verbal and written
- Ability to manage and prioritize multiple tasks effectively
- Strong problem-solving skills and attention to detail
- Experience with support ticketing systems and customer relationship management (CRM) software
- Ability to work in a fast-paced, dynamic environment
- Experience with remote support tools and technologies
- Strong organizational and time-management skills
- Ability to mentor and train junior support engineers
- Experience with creating and maintaining technical documentation and knowledge base articles
- Understanding of software development processes and collaboration with product development teams
- Flexibility to participate in on-call rotation for after-hours support
- Ability to handle escalations and manage complex customer relationships
- Commitment to continuous improvement of customer support processes and experiences
- Familiarity with industry trends and emerging technologies relevant to the company's products
- Strong analytical skills to monitor, report, and improve key performance metrics
- Experience in recruiting and onboarding new team members
- Ability to conduct remote or on-site training sessions for customers

- Respond to customer inquiries and support requests via email, phone, and chat
- Troubleshoot and resolve complex technical issues with customer systems and software
- Lead and mentor a team of customer support engineers, providing guidance and training
- Analyze and escalate critical issues to appropriate internal teams for resolution
- Develop and maintain detailed documentation of support processes and procedures
- Monitor and report on key performance metrics to ensure service level agreements are met
- Collaborate with product development teams to communicate customer feedback and identify areas for improvement
- Conduct regular team meetings to discuss open cases, share knowledge, and review best practices
- Provide advanced technical support for software installations, configurations, and updates
- Assist in the creation and maintenance of knowledge base articles and user guides
- Participate in on-call rotation to provide after-hours support when necessary
- Implement and refine support tools and technologies to enhance customer service efficiency
- Facilitate remote or on-site training sessions for customers to better utilize company products
- Handle escalations and manage complex customer relationships to ensure satisfaction
- Work continuously to improve the customer support experience by identifying and addressing underlying issues
- Conduct periodic reviews and audits of support processes to ensure compliance and quality standards
- Assist in the recruitment and onboarding of new customer support engineers
- Stay updated on industry trends and emerging technologies relevant to the company's products and customer support
- Coordinate with account management and sales teams to provide holistic support for key customer accounts

The ideal candidate for the Lead Customer Support Engineer role will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in customer support or a similar role, demonstrating proven leadership within a technical support team. They will have a strong technical acumen, particularly in software installations, configurations, and troubleshooting, coupled with a robust understanding of software development processes. With exceptional communication and interpersonal skills, they will effectively mentor and train junior support engineers while managing complex customer relationships. The candidate will excel in high-pressure situations with excellent problem-solving abilities and attention to detail, and they will skillfully prioritize multiple tasks using enterprise support tools effectively. Proactive and adaptable, the ideal candidate will be committed to continuous improvement, both in customer support processes and their professional development, staying abreast of industry trends and emerging technologies. With a customer-focused mindset, strong organizational skills, and a passion for developing talent, they will ensure high service standards and compliance. The candidate’s strong analytical skills will enable them to monitor and improve key performance metrics, making informed decisions and fostering cross-departmental collaboration to drive overall success.

- Respond to customer inquiries and support requests via email, phone, and chat
- Troubleshoot and resolve complex technical issues with customer systems and software
- Lead and mentor a team of customer support engineers, providing guidance and training as needed
- Analyze and escalate critical issues to appropriate internal teams for resolution
- Develop and maintain detailed documentation of support processes and procedures
- Monitor and report on key performance metrics to ensure service level agreements are met
- Collaborate with product development teams to communicate customer feedback and identify areas for improvement
- Conduct regular team meetings to discuss open cases, share knowledge, and review best practices
- Provide advanced technical support for software installations, configurations, and updates
- Assist in the creation and maintenance of knowledge base articles and user guides
- Participate in on-call rotation to provide after-hours support when necessary
- Implement and refine support tools and technologies to enhance customer service efficiency
- Facilitate remote or on-site training sessions for customers to better utilize company products
- Handle escalations and manage complex customer relationships to ensure satisfaction
- Work continuously to improve the customer support experience by identifying and addressing underlying issues
- Conduct periodic reviews and audits of support processes to ensure compliance and quality standards
- Assist in the recruitment and onboarding of new customer support engineers
- Stay updated on industry trends and emerging technologies relevant to the company's products and customer support
- Coordinate with account management and sales teams to provide holistic support for key customer accounts

- Excellent leadership and team management skills
- Strong technical aptitude and problem-solving abilities
- Exceptional communication and interpersonal skills
- Customer-focused mindset with a commitment to high service standards
- Ability to thrive in high-pressure situations and manage stress effectively
- Proactive approach to identifying and addressing issues
- High level of adaptability and flexibility in a dynamic work environment
- Strong organizational skills and attention to detail
- Passion for mentoring and developing talent within the team
- Ability to build and maintain positive relationships with customers and internal teams
- Strong analytical skills for performance monitoring and improvement
- Continuous learner, staying updated on industry trends and technologies
- Self-motivated with a strong sense of ownership and accountability
- Ability to think critically and make informed decisions
- Strong collaborative skills for cross-departmental coordination
- Commitment to continuous improvement and innovative problem-solving
- Empathy and patience in handling complex customer relations
- Dedication to maintaining high compliance and quality standards
- Strong time-management skills to handle multiple priorities efficiently

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance coverage (medical, dental, and vision plans)
- Flexible working hours and remote work options
- Generous paid time off (PTO) and holiday schedule
- Participation in a 401(k) retirement plan with company match
- Professional development opportunities, including training and certifications
- Employee assistance program (EAP) for mental health and wellness support
- Life and disability insurance coverage
- Performance-based bonuses and incentives
- Access to company-sponsored conferences and industry events
- Tuition reimbursement for relevant educational courses
- Employee discounts on company products and services
- Wellness programs and fitness reimbursement
- Maternity and paternity leave
- Company-sponsored social events and team-building activities
- Opportunities for advancement and career growth within the company
- Collaborative and inclusive company culture
- Modern office facilities with ergonomic workstations and amenities
- On-site or virtual health and wellness workshops
- Recognition and reward programs for exceptional performance