Technical Solutions Engineer

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Technical Solutions Engineer is a pivotal role that bridges the gap between technical and non-technical stakeholders to ensure the seamless implementation and integration of technology solutions. This professional is responsible for understanding complex technical issues, providing innovative solutions, and translating technical jargon into understandable terms. They work closely with clients, developers, and project managers to resolve technical challenges, enhance system performance, and optimize processes. The role demands strong problem-solving skills, a deep understanding of various technologies, and the ability to communicate effectively across different levels of an organization.

- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- Minimum of 3 years of experience in technical support, technical solutions engineering, or related field
- Strong understanding of software development and coding languages such as Java, Python, C#, or similar
- Proficient in troubleshooting software and hardware issues across multiple platforms
- Experience with remote diagnostic tools and support software
- Excellent interpersonal and communication skills, both written and verbal
- Strong analytical and problem-solving skills
- Ability to manage and prioritize multiple customer inquiries and support tickets
- Familiarity with databases and SQL for data analysis and troubleshooting
- Experience with version control systems like Git
- Knowledge of networking protocols and configurations (TCP/IP, DNS, DHCP, etc.)
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud
- Experience creating and maintaining technical documentation and support materials
- Ability to perform root cause analysis and recommend preventive measures
- Capable of working independently as well as within a team
- Customer-focused attitude with a commitment to delivering high-quality support
- Experience providing technical training and guidance
- Familiarity with Agile methodologies and participation in product development cycles
- Willingness to stay updated with the latest technologies and industry trends
- Experience with pre-sales technical support and solutions customization is a plus

- Troubleshoot and resolve complex technical issues for clients
- Communicate with customers via telephone, email, and remote diagnostic tools
- Collaborate with software developers to address bugs and technical problems
- Document technical issues, solutions, and customer interactions clearly and thoroughly
- Analyze logs and data for performance tracking and improvement
- Provide technical guidance and training to customers and internal teams
- Develop and maintain support documentation, including FAQs and knowledge base articles
- Participate in product and feature testing for quality assurance
- Interface with product management to relay customer feedback and feature requests
- Conduct root cause analysis and recommend preventive measures
- Assist with configuration, installation, and maintenance of software and hardware
- Stay updated with new technologies, industry trends, and company products
- Escalate unresolved issues to appropriate support or engineering teams
- Contribute to continuous improvement initiatives in support processes
- Manage multiple customer inquiries and support tickets efficiently
- Participate in regular team meetings and knowledge-sharing sessions
- Support pre-sales activities with technical expertise and solutions customization
- Help develop and refine troubleshooting processes and best practices
- Create and deliver technical presentations and product demonstrations
- Work independently or in a team to ensure timely issue resolution

The ideal candidate for the Technical Solutions Engineer role is a dedicated and proactive professional with a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, coupled with a minimum of 3 years of experience in technical support or solutions engineering. They possess a robust understanding of software development, proficient in languages like Java, Python, or C#, and adept at troubleshooting across various platforms. This candidate excels in using remote diagnostic tools, conducting root cause analysis, and leveraging version control systems like Git. They display excellent communication skills, both written and verbal, and possess a strong analytical mindset, crucial for diagnosing complex technical issues. With an in-depth knowledge of networking protocols, cloud platforms such as AWS or Azure, and databases, they can effectively address a broad spectrum of technical challenges. Their familiarity with Agile methodologies ensures seamless participation in product development cycles, and their ability to create and maintain detailed technical documentation supports continuous improvement efforts. Customer-focused and team-oriented, they thrive in fast-paced environments, adeptly managing multiple inquiries while providing high-quality support. Their motivation to stay updated with the latest industry trends, passion for technology, and capacity to provide technical training, combined with their unparalleled problem-solving acumen, positions them as an invaluable asset to the team. They embody a perfect blend of technical aptitude, commitment to customer service, and the ability to translate complex technical concepts into understandable terms for various stakeholders.

- Troubleshoot, diagnose, and resolve complex technical issues reported by clients.
- Communicate with customers via telephone, email, and remote diagnostic tools.
- Collaborate with software developers to identify and fix bugs and other technical problems.
- Document technical issues, solutions, and customer interactions in a clear and detailed manner.
- Analyze logs and data to track performance and identify areas for improvement.
- Provide technical guidance and training to customers and internal staff.
- Develop and maintain support documentation, such as FAQs and knowledge base articles.
- Participate in product and feature testing to ensure quality and functionality.
- Interface with the product management team to relay customer feedback and feature requests.
- Conduct root cause analysis for recurring issues and recommend preventive measures.
- Assist in the configuration, installation, and maintenance of software and hardware solutions.
- Stay updated with new technologies, industry trends, and company products.
- Escalate unresolved issues to higher-tier support or engineering teams as necessary.
- Contribute to continuous improvement efforts by identifying inefficiencies in support processes.
- Manage multiple customer inquiries and support tickets effectively and efficiently.
- Participate in regular team meetings and knowledge-sharing sessions.
- Support pre-sales activities by providing technical expertise and solutions customization.
- Help develop and refine troubleshooting processes and best practices.
- Create and deliver technical presentations and product demonstrations to customers.
- Work independently or within a team to ensure timely resolution of customer issues.

- Strong analytical and problem-solving skills
- Excellent communication skills, both written and verbal
- Proactive and self-motivated with a strong work ethic
- Detail-oriented and thorough in documentation practices
- Customer-focused attitude with a commitment to delivering high-quality support
- Ability to handle and prioritize multiple tasks and customer inquiries efficiently
- Team player with a collaborative mindset
- Eagerness to learn and stay updated with new technologies and industry trends
- Flexibility and adaptability in a fast-paced environment
- Strong technical aptitude and a passion for technology
- Creative and innovative approach to problem-solving
- Dependable and reliable with a consistent follow-through
- Capacity to work independently and take initiative
- Ability to think critically and make informed decisions under pressure
- Enthusiastic about providing technical guidance and training
- Strong organizational skills and attention to detail
- Empathetic and patient when dealing with customers and team members
- Effective at conducting thorough root cause analysis and preventive measures
- Willingness to participate in continuous improvement efforts
- Ability to communicate complex technical concepts clearly and effectively
- Strong customer service skills and a positive attitude

- Competitive salary range
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company match
- Generous paid time off (PTO) and holiday schedule
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement for approved educational programs
- Employee assistance program (EAP) for mental health and well-being
- Life insurance and disability coverage
- Performance bonuses and incentive programs
- Wellness programs and fitness reimbursement
- Parental leave and family-care benefits
- Access to cutting-edge technology and equipment
- Collaborative and inclusive work environment
- Career advancement opportunities within the company
- Regular team-building activities and company events
- Employee referral program with rewards
- Discount programs for various services and products
- Opportunities to attend industry conferences and workshops