Support Engineer

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Support Engineer plays a pivotal role in ensuring seamless operation and functionality of technology systems within an organization. This role involves diagnosing and resolving technical issues, providing timely and effective solutions to minimize downtime, and enhancing user experience. Support Engineers are the frontline of troubleshooting and are responsible for maintaining hardware and software systems, as well as offering assistance via various communication channels. Their expertise and quick problem-solving abilities are essential for the smooth running of business operations, making them an invaluable resource for any tech-driven company.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in a technical support or helpdesk role.
- Proficiency in troubleshooting software, hardware, and network configurations.
- Strong understanding of Windows, Mac OS, and Linux operating systems.
- Familiarity with common system administration tasks and tools.
- Experience with using and managing ticketing systems.
- Knowledge of network protocols and technologies (TCP/IP, DNS, DHCP).
- Ability to diagnose and troubleshoot technical issues with minimal supervision.
- Excellent written and verbal communication skills.
- Strong customer service orientation and interpersonal skills.
- Ability to work efficiently in a fast-paced, high-pressure environment.
- Experience with monitoring tools and techniques.
- Familiarity with virtualization technologies (VMware, Hyper-V).
- Basic scripting and programming skills (e.g., Python, Bash).
- Experience with cloud platforms (AWS, Azure, Google Cloud) is a plus.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical and problem-solving skills.
- Ability to multi-task and prioritize effectively.
- Willingness to participate in on-call rotation for after-hours support.
- Certifications such as CompTIA A+, Network+, or relevant technical certifications are a plus.

- Respond to customer inquiries and support requests via email, phone, and live chat.
- Diagnose and troubleshoot technical issues related to software, hardware, and network configurations.
- Collaborate with engineering teams to escalate and resolve complex technical problems.
- Document issue resolutions and update knowledge base articles.
- Perform routine system maintenance tasks, including backups, updates, and user account management.
- Monitor system performance and network status using monitoring tools.
- Provide guidance and training to customers on product usage and best practices.
- Participate in on-call rotation for after-hours support.
- Analyze support metrics and customer feedback to identify trends and suggest improvements.
- Create and maintain detailed technical documentation, including system configurations and troubleshooting procedures.
- Assist in the deployment and configuration of new systems and software releases.
- Monitor and manage ticketing system to ensure timely resolution of support requests.
- Liaise with third-party vendors for support and issue resolution.
- Collaborate with product management to provide insights based on customer feedback.
- Test and validate software patches, updates, and new releases in staging environments.
- Provide input on the development of support tools and scripts for team efficiency.

The ideal candidate for the Support Engineer role is a highly skilled professional with a Bachelor's degree in Computer Science, Information Technology, or a related field, and has over two years of experience in technical support or helpdesk environments. They possess a robust ability to diagnose and troubleshoot a wide range of technical issues related to software, hardware, and network configurations across various operating systems including Windows, Mac OS, and Linux. Proficiency in common system administration tasks, familiarity with network protocols and technologies, and experience with ticketing systems are crucial. They bring additional expertise in virtualization technologies and have basic scripting and programming skills, ideally in Python and Bash. A strong customer service orientation is essential, paired with excellent written and verbal communication skills, enabling them to explain complex technical issues in simple terms. The candidate demonstrates a proactive approach to problem-solving, consistently identifying potential issues before they escalate, and they are responsive and adept at managing multiple support requests simultaneously. They are detail-oriented, with a strong inclination for documenting processes and resolutions, and they thrive in fast-paced, high-pressure environments. A collaborative team player with a proactive mindset, the ideal candidate is eager to contribute to the continuous improvement of support tools and workflows. They exhibit reliability, resourcefulness, and are committed to providing outstanding customer service. Their strong analytical abilities, adaptability, and willingness to participate in on-call rotations highlight their dedication to team success and professional growth. Certifications such as CompTIA A+, Network+, or relevant technical certifications further demonstrate their technical acumen and commitment to excellence in the field.

- Respond to customer inquiries and support requests via email, phone, and live chat.
- Diagnose and troubleshoot technical issues related to software, hardware, and network configurations.
- Collaborate with engineering teams to escalate and resolve complex technical problems.
- Document issue resolutions and update knowledge base articles to assist customers and team members.
- Perform routine system maintenance tasks, including backups, updates, and user account management.
- Monitor system performance and network status using monitoring tools to proactively identify potential issues.
- Provide guidance and training to customers on product usage and best practices.
- Participate in on-call rotation to provide after-hours support when necessary.
- Analyze support metrics and customer feedback to identify trends and suggest improvements.
- Create and maintain detailed technical documentation, including system configurations and troubleshooting procedures.
- Assist in the deployment and configuration of new systems and software releases.
- Monitor and manage ticketing system to ensure timely resolution of support requests.
- Liaise with third-party vendors for support and to coordinate issue resolution.
- Collaborate with product management to provide insights based on customer feedback and support interactions.
- Test and validate software patches, updates, and new releases in staging environments before they are deployed to production.
- Provide input on the development of support tools and scripts to improve efficiency and effectiveness of the support team.

- Strong technical aptitude and eagerness to learn new technologies.
- Exceptional problem-solving skills and resourcefulness.
- Highly responsive and able to manage multiple support requests simultaneously.
- Detail-oriented with a penchant for documenting processes and resolutions.
- Proactive approach to identifying potential issues before they escalate.
- Customer-focused with a commitment to providing outstanding service.
- Effective communicator, able to explain complex technical issues in simple terms.
- Adaptable and able to thrive in a fast-paced, dynamic environment.
- Team player with excellent collaboration skills.
- Reliable and dependable, willing to go the extra mile for team success.
- Enthusiastic about continuous improvement and personal development.
- Self-motivated with a strong work ethic.
- Capable of maintaining composure under pressure.
- Innovative thinker, keen to contribute ideas and improve workflows.
- Persistent and patient when troubleshooting difficult issues.
- Open to receiving and giving constructive feedback.
- Empathetic and understanding towards customer needs and concerns.

- Competitive salary range based on experience and qualifications.
- Comprehensive health benefits, including medical, dental, and vision coverage.
- Paid time off (PTO) and holiday leave.
- Flexible work hours and remote work options.
- Retirement savings plan with employer match.
- Professional development opportunities, including training programs and certification reimbursements.
- Employee wellness programs and resources.
- Life and disability insurance coverage.
- Paid parental leave.
- Company-sponsored social events and team-building activities.
- Access to the latest technology and tools to perform your job effectively.
- Opportunities for career advancement within the company.
- Employee recognition and rewards programs.
- Subsidized transportation or commuter benefits.
- Discount programs for various services and products.
- Ergonomic workstations and healthy office snacks.