Senior Client Support Engineer

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Senior Client Support Engineer is an experienced professional dedicated to providing advanced technical assistance to clients, ensuring the smooth operation and optimization of their systems. This role involves diagnosing complex issues, offering expert solutions, and guiding clients through troubleshooting processes. The Senior Client Support Engineer collaborates with various teams to enhance product performance and customer satisfaction, while also mentoring junior support staff. Strong analytical skills, extensive technical knowledge, and excellent communication abilities are essential for success in this critical client-facing position.

- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of experience in a technical support role.
- Strong proficiency in troubleshooting hardware, software, and network-related issues.
- Expert knowledge of operating systems, especially Windows, macOS, and Linux.
- Experience with remote support tools and techniques.
- Excellent problem-solving skills with the ability to diagnose and resolve complex issues.
- Familiarity with ticketing systems and support queue management.
- Strong written and verbal communication skills.
- Ability to document technical solutions and processes clearly and concisely.
- Proven ability to manage multiple priorities and client demands.
- Experience with client-specific configurations and integrations.
- Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Proven leadership skills with experience mentoring junior engineers.
- Willingness to participate in on-call rotations, including nights and weekends.
- Familiarity with cybersecurity principles and practices.
- Ability to analyze support metrics and provide actionable improvement feedback.
- Strong customer service orientation with a commitment to client satisfaction.
- Knowledge of industry standards and compliance regulations.
- Experience delivering technical training sessions.

- Provide advanced technical support to clients via phone, email, and remote sessions.
- Troubleshoot, diagnose, and resolve complex hardware, software, and network-related issues.
- Collaborate with engineering and product teams to identify and address root causes of recurring problems.
- Document support cases, solutions, and best practices in the internal knowledge base.
- Lead client training sessions to enhance product and service utilization.
- Monitor customer support queues and prioritize tickets for timely responses.
- Implement and maintain client-specific configurations and integrations.
- Escalate unresolved issues to appropriate internal teams and ensure thorough follow-ups.
- Assist in developing and enhancing support processes and tools.
- Conduct regular reviews of client systems and provide optimization recommendations.
- Participate in on-call rotations to offer 24/7 support for critical issues.
- Analyze support metrics to provide feedback aimed at improving service levels and client satisfaction.
- Mentor and provide technical guidance to junior support engineers.
- Engage in continuous learning to stay updated with industry trends and technologies.
- Coordinate with account managers to provide technical insights during client meetings.
- Ensure compliance with company policies, security guidelines, and industry regulations.

The ideal candidate for the Senior Client Support Engineer role is a seasoned professional with a minimum of 5 years of experience in technical support, holding a Bachelor’s degree in Computer Science, Information Technology, or a related field. They exhibit exceptional problem-solving abilities and have a deep proficiency in troubleshooting complex hardware, software, and network-related issues across various operating systems, including Windows, macOS, and Linux. Highly adept with remote support tools and techniques, they are skilled in managing ticketing systems and support queues to ensure efficient and timely resolutions. Their strong written and verbal communication skills enable them to document technical solutions clearly and conduct effective training sessions, enhancing client understanding and utilization of products and services. A collaborative team player, they seamlessly work with cross-functional teams, particularly engineering and product teams, to identify and address recurring issues. They possess proven leadership and mentorship capabilities, providing guidance and support to junior engineers. Highly organized and detail-oriented, they maintain thorough documentation and prioritize accuracy. With a strong customer service orientation, they are committed to delivering excellent service and maintaining client satisfaction. Flexible and resilient, they thrive under pressure, are willing to participate in on-call rotations, and have a proactive approach to identifying and mitigating potential issues. Their continuous learning mindset keeps them abreast of the latest industry trends and best practices, while their strong ethical standards ensure adherence to security and compliance guidelines. The ideal candidate excels in a dynamic environment, adeptly managing multiple priorities, and is passionate about providing clear and effective technical training to clients.

- Provide advanced technical support for clients, resolving complex issues via phone, email, and remote sessions.
- Troubleshoot, diagnose, and resolve hardware, software, and network-related issues.
- Collaborate with the engineering and product teams to identify and address root causes of recurring problems.
- Document support cases, solutions, and best practices in the internal knowledge base.
- Lead client training sessions to ensure users can effectively utilize our products and services.
- Monitor customer support queues and manage ticket prioritization to ensure timely responses.
- Implement and maintain client-specific configurations and integrations.
- Escalate unresolved issues to appropriate internal teams, ensuring thorough follow-ups.
- Assist in the development and improvement of support processes and tools.
- Conduct regular reviews of client system performance and provide recommendations for optimizations.
- Participate in on-call rotations to provide 24/7 support for critical issues.
- Analyze support metrics and provide feedback to improve service levels and client satisfaction.
- Guide junior support engineers, offering mentorship and technical guidance.
- Engage in continuous learning to stay up-to-date with the latest industry trends and technologies.
- Coordinate with account managers to provide technical insights during client meetings and discussions.
- Ensure compliance with company policies, security guidelines, and industry regulations.

- Analytical mindset with exceptional problem-solving abilities
- Expert in troubleshooting and resolving complex technical issues
- Effective communicator with strong written and verbal skills
- Collaborative team player able to work seamlessly with cross-functional teams
- Detail-oriented with a focus on accuracy and thoroughness
- Self-motivated with a strong commitment to continuous learning
- Customer-focused with a passion for delivering excellent service
- Proven leadership and mentorship capabilities
- Able to manage multiple priorities and adapt to changing demands
- Proactive in identifying and addressing potential issues before they escalate
- Strong technical acumen across multiple operating systems and platforms
- Resilient and able to maintain composure under pressure
- Organized and capable of maintaining detailed documentation
- Flexible and willing to participate in on-call rotations
- Passionate about staying current with industry trends and best practices
- Strong ethical standards and adherence to security and compliance guidelines
- Ability to provide clear and effective technical training to clients

- Competitive salary range, based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off, including vacation, holidays, and sick leave
- Flexible work hours and remote work opportunities
- Professional development programs and tuition reimbursement
- Access to industry conferences and training workshops
- Company-sponsored certifications and continuing education
- Employee wellness programs and mental health support
- Generous parental leave policies
- Life and disability insurance
- Employee assistance program (EAP)
- Collaborative and inclusive company culture
- Engaging company events and team-building activities
- Opportunities for career growth and advancement
- Company-sponsored volunteer opportunities and community involvement initiatives