Technical Product Engineer

Technical Product Engineer Are you passionate about executing seamless cloud IT transitions and delivering exceptional client onboarding experiences? We are seeking a skilled Technical Project Engineer to lead hands-on technical executions, client offboardings, and specialized project initiatives. In this role, you will be the driving force behind setting up, modernizing, and establishing robust IT infrastructure for new client partnerships. You will play a critical part in deploying core security tools, managing platform migrations, and configuring network and cloud environments. If you thrive on simplifying complex technical solutions, building trust across executive leadership and end-users, and executing precise technical workflows in a fast-paced environment, we want to hear from you. About First Factory We are a software development company with over two decades of experience, boasting a dynamic team of 175+ professionals actively engaged in diverse projects across various industries. We invite you to join us on this journey as we continue to thrive and embrace fresh challenges. Key Responsibilities Identify, evaluate, and execute the technical build-out of new client onboardings, ensuring a smooth transition into the core service stack. Deploy core services across new partnership launches, including endpoint management, backup systems, email security, DNS/DKIM/SPF configurations, routing rules, and alerting setup. Secure access to new client systems, coordinate with outgoing IT teams for tool removal and knowledge transfer, and execute platform transitions (e.g., Microsoft 365, Google Workspace). Maintain accurate, up-to-date documentation by updating contacts, tags, IT stack details, and key links in ConnectWise, IT Glue, and RocketLane at least every 2 days. Execute technical offboarding for departing clients, decommissioning access, transferring or archiving data, and ensuring a clean, secure handoff. Support onsite technicians for network connectivity projects and ensure all site-specific details are accurately documented. Continuously collaborate with leadership to refine onboarding templates, process documentation, and system closure procedures. Requirements At least 3 years of experience in systems engineering, IT project execution, or technical delivery within a Managed Services Provider (MSP) environment. Proven experience managing diverse business IT environments, cloud infrastructure components, and SaaS platforms (e.g., Microsoft 365, Google Workspace). Strong working knowledge of network configurations, email routing, and authentication protocols (DNS, DKIM, SPF). Hands-on experience with MSP management and documentation platforms (e.g., ConnectWise, IT Glue, RocketLane). Experience configuring and deploying endpoint protection, cloud backup solutions, and email security suites (e.g., Acronis, Blackpoint, Ironscales). Excellent verbal and written communication skills, with a proven ability to translate complex technical concepts for stakeholders at all organizational levels, from end users to C-suite executives. Strong self-management and troubleshooting skills, with the ability to rapidly incorporate new technologies, tools, and processes into daily workflows. Locations Heredia Remote status Hybrid About First Factory For over 25 years, First Factory ​has been a place where collaborative excellence meets ​modern technologies. We’re a strong team building exceptional software solutions from Costa Rica​ and LATAM for ​primarily US-based clients. With industry-low turnover, top eNPS globally, and 5 consecutive Inc. 5000 awards, we foster an environment where talented engineers thrive on challenging projects using modern tech stacks.​