Technical Support Engineer

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

A Technical Support Engineer plays a crucial role in ensuring the smooth operation of technology systems by providing expert assistance and resolving technical issues. This position involves diagnosing hardware and software problems, conducting troubleshooting, and guiding users through step-by-step solutions. They also maintain system performance by applying updates and patches, and ensure network security through proactive measures. Strong communication skills are essential, as Technical Support Engineers interact with customers, providing clear and effective guidance, and collaborate with other IT professionals to optimize system functionality and user satisfaction.

- Bachelor's degree in Computer Science, Information Technology, or a related field
- Proven experience in a technical support or a similar role
- Strong understanding of computer systems, mobile devices, and other tech products
- In-depth knowledge of various operating systems, such as Windows, macOS, Linux, and mobile OS
- Proficiency in diagnosing, troubleshooting, and resolving hardware and software issues
- Experience with remote desktop tools and ticketing systems
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and VPN
- Excellent communication and interpersonal skills
- Ability to convey technical information to non-technical users
- Strong analytical and problem-solving abilities
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Customer-focused mindset with a commitment to providing high-quality service
- Strong writing skills for clear and concise documentation
- Willingness to participate in on-call rotations and occasional after-hours support
- Experience with scripting or programming languages is a plus
- Familiarity with cloud services and virtualization technologies
- Ability to work independently and as part of a team
- Continuous learner with a passion for technology and customer support

- Respond to customer inquiries via phone, email, and chat to provide technical assistance and resolve issues.
- Diagnose and troubleshoot hardware and software problems, identifying root cause and implementing solutions.
- Escalate complex issues to higher-level support or specialized teams as needed.
- Document customer interactions, technical issues, and resolutions in the company's ticketing system.
- Provide remote support using remote desktop tools to resolve user issues directly.
- Guide customers through step-by-step solutions over the phone or via remote access.
- Collaborate with other departments to resolve product-related issues.
- Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.
- Maintain up-to-date knowledge of company products, services, and software updates.
- Create and update technical documentation, FAQs, and knowledge base articles for both users and internal team members.
- Participate in training sessions to increase knowledge and stay current with new technologies.
- Provide feedback to engineering and product teams on recurring issues or enhancement requests.
- Assist in system maintenance, updates, and patches during scheduled maintenance windows.
- Analyze and interpret logs and diagnostic data to understand issues and develop actionable solutions.
- Assist in on-boarding new customers by providing setup and configuration support.
- Perform regular system health checks and proactively address potential issues.
- Test and validate bug fixes and software updates before deploying to production.
- Develop and deliver customer training sessions or webinars on product usage and best practices.
- Maintain a high level of customer satisfaction through excellent service and communication skills.
- Track and report on key performance metrics related to support activities.

The ideal candidate for the role of Technical Support Engineer is a highly skilled and experienced professional with a Bachelor's degree in Computer Science, Information Technology, or a related field. They possess a proven track record in technical support, demonstrating a solid understanding of computer systems, mobile devices, and various operating systems such as Windows, macOS, and Linux. Their proficiency in diagnosing, troubleshooting, and resolving complex hardware and software issues is complemented by their expertise with remote desktop tools, ticketing systems, and networking concepts like TCP/IP, DNS, DHCP, and VPN. Exceptional written and verbal communication skills enable them to convey technical information effectively to non-technical users, ensuring a clear and patient approach to customer support. This candidate thrives under pressure, maintaining professionalism and a customer-first attitude, while their strong analytical and problem-solving abilities allow them to swiftly address and resolve challenges. Known for their meticulous attention to detail, organizational prowess, and the ability to prioritize multiple tasks in a dynamic environment, they are both an independent worker and a collaborative team player. With a commitment to continuous learning and skill development, they are adaptable to new technologies and procedures, and they possess a deep-seated enthusiasm for delivering outstanding customer service. Their ethical standards, integrity, and positive, proactive attitude set them apart, as does their ability to maintain strong stakeholder relationships and think critically to make sound judgments in high-pressure situations.

- Respond to customer inquiries via phone, email, and chat to provide technical assistance and resolve issues.
- Diagnose and troubleshoot hardware and software problems, identifying root cause and implementing solutions.
- Escalate complex issues to higher-level support or specialized teams as needed.
- Document customer interactions, technical issues, and resolutions in the company's ticketing system.
- Provide remote support using remote desktop tools to resolve user issues directly.
- Guide customers through step-by-step solutions over the phone or via remote access.
- Collaborate with other departments to resolve product-related issues.
- Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.
- Maintain up-to-date knowledge of company products, services, and software updates.
- Create and update technical documentation, FAQs, and knowledge base articles for both users and internal team members.
- Participate in training sessions to increase knowledge and stay current with new technologies.
- Provide feedback to engineering and product teams on recurring issues or enhancement requests.
- Assist in system maintenance, updates, and patches during scheduled maintenance windows.
- Analyze and interpret logs and diagnostic data to understand issues and develop actionable solutions.
- Assist in on-boarding new customers by providing setup and configuration support.
- Perform regular system health checks and proactively address potential issues.
- Test and validate bug fixes and software updates before deploying to production.
- Develop and deliver customer training sessions or webinars on product usage and best practices.
- Maintain a high level of customer satisfaction through excellent service and communication skills.
- Track and report on key performance metrics related to support activities.

- Strong technical aptitude and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work under pressure and handle challenging situations
- High level of professionalism and a customer-first attitude
- Strong attention to detail and meticulous craftsmanship
- Ability to adapt quickly to new technologies and procedures
- Proven ability to work independently and in a collaborative team environment
- Willingness to continuously improve and develop skills
- Strong organizational and time-management skills
- Ability to handle multiple priorities and meet deadlines
- Good interpersonal skills and ability to maintain stakeholder relationships
- Flexible and open-minded approach to troubleshooting
- Dedication to delivering top-notch customer service
- Patience and empathy when dealing with customers
- Persistent and resourceful in finding solutions
- Enthusiastic about learning and applying new knowledge
- High level of accountability and ownership
- Strong ethical standards and integrity
- Positive and proactive attitude
- Ability to think critically and make sound judgments

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company matching
- Paid time off (vacation, sick leave, holidays)
- Flexible work hours
- Remote work opportunities
- Professional development and training programs
- Tuition reimbursement for further education
- Access to company wellness programs and resources
- Employee assistance programs (EAP)
- Company-sponsored events and team-building activities
- Discounts on company products and services
- Generous parental leave policies
- Recognition and rewards programs
- Collaborative and supportive work environment
- Opportunity for career advancement and growth
- Ergonomic office equipment and modern workplace settings
- Commute and transportation assistance
- Company-sponsored certifications and workshops