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 Technical Support Engineer is a key figure in maintaining and improving the functionality of an organization's technical systems. They serve as the frontline support for diagnosing and resolving hardware and software issues, ensuring that systems run efficiently and effectively. This role involves collaborating with other IT professionals to troubleshoot problems, provide user support, and implement solutions. Technical Support Engineers also often engage in documentation, report generation, and user training to minimize system downtime and enhance overall technical performance. Their expertise is crucial in ensuring seamless operations and optimal user experiences within the organization.

- Bachelor’s degree in Computer Science, Information Technology, or related field
- Proven experience as a Technical Support Engineer or similar role
- Excellent problem-solving and troubleshooting skills
- Proficiency in operating systems, including Windows, macOS, Linux
- Familiarity with remote desktop applications and help desk software
- Strong understanding of computer systems, networks, mobile devices, and other tech products
- Experienced in diagnosing and resolving basic technical issues
- Ability to provide step-by-step technical help, both written and verbal
- Strong customer service orientation and communication skills
- Familiarity with ticketing systems such as Jira, Zendesk, or similar
- Basic scripting and programming knowledge (e.g., Python, Bash)
- Experience with monitoring tools and system performance analysis
- Ability to work independently and with a team
- Willingness to continually learn about new technology and industry trends
- Excellent organizational and documentation skills
- Availability for on-call rotation and after-hours support as needed
- IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals) are a plus

- Troubleshoot and resolve technical issues via phone, email, and chat
- Provide accurate and timely customer feedback concerning their technical issues
- Diagnose and resolve software and hardware problems
- Guide customers through step-by-step technical solutions
- Escalate unresolved issues to higher-level support or engineering teams
- Document and track issues and solutions in a ticketing system
- Collaborate with product development teams for technical problem resolution
- Perform system health checks and routine maintenance tasks
- Create and maintain technical documentation and knowledge base articles
- Monitor system performance and analyze log data for diagnostics
- Conduct technical training sessions for clients and team members
- Stay informed about product updates, emerging technical issues, and industry trends
- Assist in the installation and configuration of software and hardware
- Follow up with customers to ensure complete resolution of their technical problems
- Participate in on-call rotation to provide after-hours technical support as needed

The ideal candidate for the Technical Support Engineer role is a highly analytical and problem-solving professional with a Bachelor’s degree in Computer Science, Information Technology, or a related field, and proven experience in a similar position. This individual possesses excellent troubleshooting skills, with proficiency in multiple operating systems including Windows, macOS, and Linux, and is well-versed in using remote desktop applications and help desk software. They demonstrate a deep understanding of computer systems, networks, mobile devices, and other tech products, coupled with basic scripting and programming knowledge, such as Python or Bash. With strong customer service orientation and exceptional verbal and written communication skills, the ideal candidate can provide clear, step-by-step technical assistance while maintaining a patient and empathetic approach. This individual excels in diagnosing and resolving technical issues, managing tickets in platforms like Jira or Zendesk, and conducting system performance analysis. They are highly organized, pay great attention to detail, and thrive in a team-oriented environment, ready to collaborate with product development teams for problem resolution. Always eager to learn and adapt, they stay abreast of new technology and industry trends, exhibiting high levels of professionalism, integrity, and the ability to handle stressful situations calmly. Moreover, they are self-motivated, results-oriented, and dedicated to continuous professional development, making them a reliable resource for on-call rotation and after-hours support when needed. IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals are considered an added advantage, highlighting their commitment to excellence in the IT field.

- Troubleshoot and resolve technical issues via phone, email, and chat
- Provide timely and accurate customer feedback
- Diagnose and address software and hardware problems
- Guide customers through step-by-step solutions
- Escalate complex issues to higher-level support or engineering teams
- Document and track reported issues and resolutions in a ticketing system
- Collaborate with product development teams for problem resolution
- Conduct system health checks and maintenance tasks
- Create and maintain technical documentation and knowledge base articles
- Monitor system performance and log data for diagnostics
- Provide technical training sessions for clients and team members
- Stay updated with product changes, emerging issues, and industry trends
- Assist in software and hardware installations and configurations
- Follow up with customers to ensure full resolution of technical issues
- Participate in on-call rotation to provide after-hours support as needed

- Strong analytical and problem-solving mindset
- Excellent verbal and written communication skills
- Empathetic and patient customer service approach
- Keen attention to detail and thoroughness
- Persistent and proactive in resolving issues
- Ability to handle stressful situations calmly
- Strong organizational and time management skills
- Team player with collaborative spirit
- Eager to learn and adapt to new technologies
- High level of integrity and professionalism
- Technically adept with a broader understanding of IT ecosystems
- Results-oriented with a focus on customer satisfaction
- Self-motivated and driven to achieve excellence
- Keen interest in continuous professional development
- Ability to multitask and prioritize in a fast-paced environment

- Competitive salary range: $70,000 - $90,000 annually
- Comprehensive health insurance plans (medical, dental, vision)
- 401(k) retirement plan with company matching
- Paid time off (PTO) and holidays
- Flexible working hours
- Remote work opportunities
- Professional development and training programs
- Tuition reimbursement for further education
- Employee wellness programs
- On-site gym and fitness classes (where applicable)
- Monthly tech stipend
- Stock option plans
- Employee assistance programs (EAP)
- Life and disability insurance
- Career advancement opportunities within the company
- Collaborative and inclusive work environment
- Access to the latest technology and tools