VIE Integration & Support Engineer

Purpose

The Integration & Support Engineer is responsible for ensuring the successful integration, deployment, and optimal performance of the platforms by working closely with customers and cross-functional internal teams.

This role requires developing an understanding of the company’s products and technologies, planning and executing integration activities, monitoring project progress, deploying and validating solutions in test environments, and providing ongoing customer support throughout the implementation lifecycle.

The position also involves facilitating communication between stakeholders, delivering training to customers and support teams, continuously improving integration processes and tools, investigating technical issues, and collaborating with the Development team to resolve complex incidents, ultimately ensuring successful project delivery and a high-quality customer experience. 

Key Missions

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA


• Reproduces and document customer problems and escalate them to relevant solution or product development teams


• Provides input as required on product and customer specific functionality, configuration and usage


• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA


• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress


• Maintains support documentation up to date


• Carries out on-site administration and preventive maintenance activities


• Performs system upgrades at customer premises during post go live period


• Ensures procedures are correctly implemented


• Maintains IT infrastructure and backend components, including hardware and software

Profile & Other Information

• Bachelor’s degree in Computer Engineering, Systems Engineering, Information Technology, or a related field.


• Intermediate knowledge of Microsoft SQL, C++, Java, .NET, DOS, JScript, VBScript, and IT security principles.


• Intermediate understanding of telecommunications systems and cybersecurity concepts.


• Good communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.


• Advanced proficiency in English (written and spoken).


• Spanish language skills are a plus