• 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.

• 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.
• Proficiency in both Spanish and English is required.
• A passion for AI: Interest in additional education and research about Artificial Intelligence.

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