We are seeking a skilled and dynamic Technical Solutions Engineer to join our team and play a critical role in deploying, supporting, and optimizing our platform solutions. This position requires a blend of technical expertise, problem-solving skills, and project management acumen to ensure the seamless operation and exceptional performance of our solutions in both lab and customer environments.
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 escalate 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.
- You have extensive experience with Linux systems; proficient in Docker and/or Podman.
- Strong scripting abilities in Bash, Python and Node.js.
- You have knowledge of standard network communication protocols such as TCP, UDP, HTTP, WS, FTP.
- You have a 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.
- A passion for AI: Interest in additional education and research about Artificial Intelligence.
