Technical Solutions Engineer

Everseen : A leader in vision AI solutions for the world’s leading retailers.

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.

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.