Technical Solutions Engineer

What you will do - Technical Support & Maintenance: - Provide onsite and remote technical assistance and troubleshooting for platform users. - Perform routine maintenance, POS integration, and issue resolution to enhance platform performance. - Product Performance: - Take ownership of platform performance, driving improvements through proactive monitoring and issue identification. - Customer Engagement: - Interact with customers to gather feedback, understand needs, and provide training. - Tailor system settings and deliver technical reports and actionable recommendations. - Serve as a liaison with internal and external stakeholders, including executives and partners, to address project updates and concerns. - Deployment & Monitoring: - Oversee platform deployment and ensure efficient operation before, during, and after implementation. - Collect and analyze data on platform usage, performance, and improvement opportunities. - Solution Design: - Collaborate with customers to analyze requirements and customize platform configurations. - Translate business needs into detailed technical specifications. - Risk and Issue Management: - Identify, document, and mitigate risks that could impact program success. - Cross-functional Collaboration: - Work closely with software developers, R&D, and engineering teams to align application performance with specifications. - Testing & Optimization: - Test platform performance under various conditions, making necessary adjustments to configurations for optimal results. - Documentation: - Create and maintain comprehensive technical documentation, including user guides, training materials, and system specifications. - Document changes to scope, timelines, and resources, ensuring alignment with stakeholder approvals. - Escalation Management: - Act as the primary escalation point for L2/L3 monitoring or customer tickets and escalated unresolved issues to the appropriate teams. - Customer Onboarding & Project Management: - Facilitate customer onboarding through structured phases, providing regular program updates to senior management. - Develop project plans, reports, and roadmaps to support customer objectives and the broader platform portfolio. - Sales Support: - Conduct product demonstrations and deliver compelling presentations to highlight platform features and value propositions. Profile and Skills - A minimum of 4 to 5 years in a similar role managing complex technical projects. - Travel Readiness: Willingness to travel as needed for client meetings, project kick-offs, or other project-related activities, which may be up to a maximum of 50% of your working time. - Extensive experience with Linux systems; proficient in Docker and/or Podman. - Strong scripting abilities in Bash, Python and Node.js. - Knowledge of standard network communication protocols such as TCP, UDP, HTTP, WS, FTP. - Basic understanding of networking concepts including VPNs, subnets, DNS configurations, SSL certificates, etc. - Familiarity with automation tools, especially Ansible experience, is preferred. - Knowledge of ELK Stack; REST, NGINX, JSON, XML; Message brokers (e.g. MQTT, RabbitMQ, Redis); TypeScript, Javascript; RTSP feeds; Kubernetes and Ansible, Terraform, OpenShift. - Strong capability to troubleshoot complex issues across system resources and application stack traces. - Proficiency in project management tools such as Microsoft 365, Jira, and Smartsheet. - Exceptional problem-solving and organizational abilities, with a proactive and self-motivated mindset. - Capable of managing multiple initiatives in a dynamic environment. - Excellent communication skills for effective collaboration with cross-functional teams and external stakeholders. - Proficiency in both Spanish and English is required. - A passion for AI: Interest in additional education and research about Artificial Intelligence.