Senior Technical Support Engineer

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Senior Technical Support Engineer is a seasoned professional dedicated to resolving complex technical issues, providing advanced support, and ensuring the stability and efficiency of systems and applications. This role involves troubleshooting and diagnosing problems, offering proactive solutions, and collaborating with cross-functional teams to enhance product quality and user satisfaction. With a deep understanding of the technical infrastructure and an ability to communicate effectively, the Senior Technical Support Engineer plays a crucial role in minimizing downtime and improving the overall customer experience. Proficiency in problem-solving and a commitment to continuous learning are essential attributes of this position.

- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum 5 years of experience in technical support, preferably in a senior or lead role.
- Proficiency in troubleshooting and resolving complex software and hardware issues.
- Strong knowledge of operating systems, such as Windows, Linux, and macOS.
- Experience with networking protocols, tools, and troubleshooting techniques.
- Familiarity with databases and SQL query writing.
- Understanding of cloud services and platforms, such as AWS, Azure, or Google Cloud.
- Excellent communication skills, both written and verbal.
- Ability to manage and prioritize multiple tasks and customer support requests.
- Experience with ticketing systems, such as Jira, Zendesk, or ServiceNow.
- Proven ability to mentor and provide guidance to junior team members.
- Strong problem-solving skills and attention to detail.
- Capability to work in a fast-paced environment and handle high-pressure situations.
- Experience with remote support tools and techniques.
- Knowledge of scripting languages, such as Python, Bash, or PowerShell.
- Ability to work independently and as part of a team.
- Willingness to participate in on-call rotations for after-hours support.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Ability to conduct root cause analysis and recommend improvements.
- Up-to-date knowledge of industry trends and new technologies.
- Certification in relevant technologies or fields, such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals, is a plus.

- Provide advanced technical support and resolve complex technical issues for customers.
- Diagnose, analyze, and troubleshoot software and hardware product failures.
- Develop and document troubleshooting procedures for other support team members.
- Collaborate with engineering teams to reproduce and resolve product defects.
- Conduct root cause analysis for critical issues and recommend product improvements.
- Manage and prioritize multiple customer support requests simultaneously.
- Mentor and provide guidance to junior technical support engineers.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Participate in on-call rotations to provide after-hours technical support.
- Interact with customers to understand their needs and ensure a positive support experience.
- Test and implement software patches, updates, and configuration changes in customer environments.
- Log detailed information about support interactions and solutions in the ticketing system.
- Assist in the development and delivery of training sessions or webinars for customers and support staff.
- Monitor product performance and alert customers of potential issues proactively.
- Escalate unresolved issues to product management or development teams.
- Stay up-to-date with industry trends and product knowledge.
- Contribute to continuous improvement initiatives within the technical support team.

The ideal candidate for the Senior Technical Support Engineer role is a seasoned professional with at least 5 years of experience in technical support, demonstrating a deep proficiency in troubleshooting and resolving intricate software and hardware issues across various operating systems including Windows, Linux, and macOS. This individual possesses a robust understanding of networking protocols, cloud services like AWS, Azure, or Google Cloud, and is adept at SQL querying and scripting languages such as Python, Bash, or PowerShell. They exhibit strong analytical and problem-solving abilities, complemented by excellent interpersonal and communication skills that enable them to convey complex technical concepts to both technical and non-technical customers clearly. The candidate has a proven track record of mentoring and guiding junior team members, showcasing leadership through action and example. They thrive in fast-paced, high-pressure environments, efficiently managing and prioritizing multiple tasks and customer support requests. Their proactive and self-motivated nature drives them to stay abreast of industry trends and continuously seek professional development. This candidate demonstrates an unwavering commitment to delivering high-quality support, evidencing a customer-focused mindset, high degree of technical curiosity, attention to detail, and a strong work ethic. Their adaptability, strong teamwork and collaboration skills, coupled with a patient and empathetic approach to customer interactions, set them apart. Certification in relevant technologies like CompTIA A+, Network+, or similar is considered a notable advantage, underscoring their dedication to excellence and continuous improvement in the field.

- Provide advanced technical support and resolve complex technical issues for customers via email, phone, and chat.
- Analyze, diagnose, and troubleshoot product software and hardware failures.
- Develop and document troubleshooting procedures for use by other support team members.
- Collaborate with engineering teams to reproduce and resolve product defects.
- Conduct root cause analysis for critical issues and recommend product improvements.
- Manage and prioritize multiple customer support requests simultaneously.
- Mentor and provide guidance to junior technical support engineers.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Participate in on-call rotations to provide after-hours technical support as needed.
- Interact with customers to understand their needs and ensure a positive support experience.
- Test and implement software patches, updates, and configuration changes in customer environments.
- Log detailed information about support interactions and solutions in the ticketing system.
- Assist in the development and delivery of training sessions or webinars for customers and support staff.
- Monitor product performance and alert customers of potential issues proactively.
- Escalate unresolved issues to product management or development teams when necessary.
- Stay up-to-date with industry trends and product knowledge to provide expert advice and recommendations.
- Contribute to continuous improvement initiatives within the technical support team.

- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication abilities.
- High degree of technical aptitude and curiosity.
- Ability to thrive in a fast-paced, high-pressure environment.
- Strong customer-oriented mindset.
- Proactive and self-motivated approach to tasks.
- Attention to detail and commitment to high-quality work.
- Ability to mentor and lead by example.
- Adaptability to new tools, technologies, and procedures.
- Strong teamwork and collaborative spirit.
- Effective time management and multitasking skills.
- High level of patience and empathy in customer interactions.
- Strong critical thinking and decision-making abilities.
- Commitment to continuous learning and professional development.
- Reliable and responsible with a strong work ethic.
- Ability to maintain a high level of professionalism under pressure.
- Strong organizational skills.
- Good understanding of technical and non-technical customer needs.
- Ability to communicate complex technical concepts clearly.
- Enthusiasm for technology and innovation.

- Competitive salary range depending on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Generous paid time off (PTO) and holidays
- Flexible work hours and remote work opportunities
- Professional development and training programs
- Tuition reimbursement for further education
- Employee assistance program (EAP) for personal and professional support
- Wellness programs, including gym memberships and health coaching
- Commuter benefits and parking assistance
- Stock options or equity in the company
- Performance-based bonuses and incentives
- Employee discount programs for various products and services
- Company-sponsored events and team-building activities
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Access to cutting-edge technology and tools
- Recognition and rewards programs for outstanding performance