Senior Technical Support Consultant

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

A Senior Technical Support Consultant is a seasoned professional responsible for providing advanced technical support to clients, ensuring timely resolution of complex technical issues. They possess in-depth knowledge of the company's products and services, enabling them to troubleshoot and solve problems efficiently. This role involves collaborating with various departments to enhance service quality, developing best practices, and providing mentorship to junior support staff. Senior Technical Support Consultants play a crucial role in maintaining customer satisfaction and driving continuous improvement in the support process.

- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- Minimum of 5 years of experience in technical support or a related technical role
- Strong knowledge of operating systems (Windows, Linux, macOS) and networking concepts
- Proficiency in troubleshooting software applications and hardware issues
- Experience with customer support tools and ticketing systems (e.g., Zendesk, ServiceNow)
- Excellent communication skills, both written and verbal
- Proven ability to mentor and train junior staff members
- Strong analytical and problem-solving skills
- Familiarity with programming or scripting languages (e.g., Python, JavaScript, Bash)
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud)
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously
- Strong customer service orientation with a focus on client satisfaction
- Ability to work independently and as part of a team
- Experience in creating and maintaining technical documentation
- Knowledge of ITIL or other IT service management frameworks
- Availability for on-call rotation to provide 24/7 support coverage
- Strong project management and organizational skills
- Experience with root cause analysis and troubleshooting methodologies
- Familiarity with CRM systems and customer feedback tools
- Ability to present technical information to non-technical audiences
- Experience with remote desktop support and remote troubleshooting tools
- Ability to work with cross-functional teams and collaborate effectively
- Demonstrated ability to handle high-pressure situations professionally
- Experience with virtualization technologies (e.g., VMware, Hyper-V)
- Knowledge of database management and SQL
- Strong attention to detail and accuracy in reporting and documentation

- Diagnose and resolve complex technical issues reported by customers.
- Mentor and train junior support staff.
- Document and track customer issues accurately.
- Collaborate with engineering and product teams on software bugs and feature requests.
- Develop and update knowledge base articles and technical documentation.
- Perform root cause analysis and coordinate with teams to implement solutions.
- Participate in on-call rotation for 24/7 support coverage.
- Manage and prioritize multiple support cases simultaneously.
- Assist in developing and improving support processes and procedures.
- Provide reports on support metrics, customer satisfaction, and product performance.
- Configure, upgrade, and install systems and applications.
- Engage with customers to understand and address their technical needs.
- Lead customer status meetings and technical review sessions.
- Stay current with industry trends and technologies.
- Support pre-sales activities with technical insights and demos.
- Coordinate with third-party vendors for issue resolution.
- Facilitate technical training sessions and workshops.
- Ensure compliance with service level agreements.
- Escalate unresolved issues to higher-level support or development teams.
- Set up and manage test environments for issue replication and validation.

The ideal candidate for the Senior Technical Support Consultant role will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with a minimum of 5 years of experience in technical support or a relevant technical position. This seasoned professional will have a profound knowledge of operating systems such as Windows, Linux, and macOS, as well as networking concepts and cloud platforms like AWS, Azure, and Google Cloud. They will be adept at troubleshooting both software applications and hardware issues and will demonstrate proficiency with customer support tools and ticketing systems, such as Zendesk or ServiceNow. Known for their superior analytical and problem-solving skills, the candidate will also have familiarity with programming or scripting languages like Python, JavaScript, and Bash. They will exhibit excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical audiences. As a mentor and trainer, they will have a proven track record of developing junior staff members. Their organizational and project management skills will enable them to manage and prioritize multiple tasks in a fast-paced environment while maintaining a strong customer service orientation. Experience with ITIL or other IT service management frameworks, along with a high level of technical documentation and root cause analysis expertise, will be pivotal. The ideal candidate will thrive under pressure, demonstrate resourcefulness and creativity in problem-solving, and maintain a customer-focused mindset with high attention to detail. Their ability to work independently and collaboratively as part of cross-functional teams will ensure effective coordination with third-party vendors and seamless pre-sales support. With a commitment to continuous learning and quality service delivery, they will uphold high standards of accountability, integrity, and excellence, making them a reliable and invaluable asset to the team.

- Diagnose, troubleshoot, and resolve complex technical issues reported by customers via phone, email, or chat.
- Provide guidance and mentorship to junior support staff and assist in their training and development.
- Analyze and document customer issues, ensuring thorough case notes and accurate tracking in the support system.
- Collaborate with engineering and product teams to report and track software bugs and feature requests.
- Develop and maintain comprehensive knowledge base articles and technical documentation.
- Conduct root cause analysis to identify recurring issues and work with cross-functional teams to implement solutions.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Manage and prioritize multiple support cases simultaneously, ensuring timely resolution and customer satisfaction.
- Assist in the development and improvement of support processes and procedures to enhance efficiency and quality.
- Provide detailed reports and feedback on support metrics, customer satisfaction, and product performance to management.
- Perform system and application configurations, upgrades, and installations to support customer environments.
- Engage with customers to understand their technical environments and provide tailored solutions and recommendations.
- Lead regular customer status meetings and technical review sessions to address issues and optimize performance.
- Stay updated with the latest industry trends, technologies, and best practices to continually enhance technical expertise.
- Support pre-sales activities by providing technical insights, demos, and answering potential customer queries.
- Coordinate with third-party vendors for issue resolution and integration support.
- Facilitate technical training sessions and workshops for internal teams and external customers.
- Ensure compliance with service level agreements (SLAs) and maintain high standards of service delivery.
- Escalate unresolved issues to higher-level support or product development for further investigation.
- Set up and manage test environments to replicate customer issues and validate solutions.

- Strong problem-solving capabilities
- Excellent analytical skills
- Effective communication skills
- High attention to detail
- Strong leadership qualities
- Ability to mentor and develop junior staff
- Proactive and self-motivated
- Reliable and dependable
- Customer-focused mindset
- Ability to work under pressure
- Strong organizational skills
- Adaptability to fast-paced environments
- Team player with collaborative nature
- High technical aptitude and continuous learning
- Strong decision-making skills
- Ability to prioritize tasks effectively
- Strong time management skills
- Excellent troubleshooting skills
- Ability to explain technical concepts to non-technical audiences
- Empathy and patience in dealing with customer issues
- High level of accountability and integrity
- Positive attitude and professional demeanor
- Strong project management abilities
- Resourcefulness and creativity in problem-solving
- Commitment to quality and excellence in service delivery

- Competitive salary based on experience and qualifications
- Comprehensive health insurance (medical, dental, vision) for employees and their families
- Retirement savings plan with company match (401(k) or equivalent)
- Generous paid time off (PTO) and holiday schedule
- Flexible work hours and remote work opportunities
- Professional development and continuous learning opportunities
- Tuition reimbursement for relevant courses and certifications
- Employee wellness programs, including gym membership discounts
- Life and disability insurance coverage
- Paid parental leave (maternity, paternity, adoption)
- Employee assistance program (EAP) for mental health and well-being
- Relocation assistance, if applicable
- Performance-based bonuses and salary reviews
- On-site amenities (e.g., cafeteria, fitness center, game room) if applicable
- Opportunity to work with cutting-edge technologies and industry leaders
- Collaborative and inclusive company culture
- Support for attending industry conferences and events
- Friendly and dynamic work environment
- Company-sponsored social events and team-building activities
- Recognition and rewards programs
- Access to online learning platforms and resources
- Career advancement opportunities within the company
- Company-sponsored volunteer programs and community involvement initiatives