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. 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