[Hiring] Lead Technical Support Engineer @Cimpress/Vista

Role Description

The Fulfillment Support Group is a Tier 2 Technical Support team providing specialized support to Fulfillers across MIS and Logistics products. The team resolves complex technical issues, manages escalations, and ensures stable, efficient fulfillment operations through proactive support and technical expertise. It also supports and helps customers with product setup, configuration, and enablement. Overall, the team plays a key role in maintaining operational continuity and enabling successful adoption of Fulfillment products.

The Lead Implementation Support Engineer (Squad Lead) provides technical and operational leadership for the Implementation Support team, ensuring successful deployment, configuration, validation, and stabilization of UI-based workflow solutions across customer and manufacturing environments.

• Provide technical leadership for customer and manufacturing site implementations.
• Lead the deployment, configuration, testing, rollout, and stabilization of UI-based manufacturing applications.
• Guide Implementation Support Engineers in configuring workflows, operator UIs, business rules, integrations, user roles, permissions, and application settings.
• Serve as the highest technical escalation point for complex or high-risk implementation issues, partnering with Engineering on product defects.
• Establish and maintain implementation standards, patterns, and best practices across the team.
• Partner with Manufacturing Operations, IT, Product, and Engineering to understand production processes and translate requirements into effective solutions.
• Validate application functionality and troubleshoot configuration, deployment, and production issues.
• Monitor implementation milestones, proactively identify risks, and ensure timely delivery.
• Develop and maintain implementation documentation, SOPs, configuration guides, and knowledge resources.
• Train end users and manufacturing supervisors on application functionality and best practices.
• Identify opportunities to improve implementation processes, application usability, and customer experience.
• Provide customer and manufacturing feedback to Product and Engineering to inform product enhancements.

Qualifications

• 6+ years of experience in application implementation, technical support, software deployment, or systems engineering.
• Experience configuring enterprise or web-based applications.
• Understanding of client-server architecture and REST APIs.
• Familiarity with AWS cloud platform and version control tools such as Git.
• Basic knowledge of SQL for data validation and troubleshooting.
• Familiarity with Windows and Linux environments.
• Excellent communication and stakeholder management abilities.
• Ability to work with cross-functional technical and business teams.
• Willingness to travel to manufacturing sites as required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Electronics, Industrial Engineering, or a related field (Nice to Have).
• Experience with Manufacturing Systems, Factory Automation, or Industrial Software (Nice to Have).
• Experience with Agile/Scrum methodologies (Nice to Have).
• Experience using ticketing tools such as Jira or Zendesk (Nice to Have).

Benefits

• Encouragement for engineers to think like owners and define their own roadmaps.
• Flexibility to use preferred programming languages and technologies.
• Remote-First operating model and culture with team members in over 15 countries and 30 US states.
• Collaboration spaces for team members to work physically together.