Technical Support Engineer (Bilingual Spanish/English)
Technical Support Engineer (Bilingual Spanish/English)
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Job Description
If youre looking for a special place to build or grow your career youve found it. Whether youre an experienced professional a recent college graduate or somewhere in between IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering marketing sales supply chain operations HR finance and more across more than 40 diverse businesses around the globe chances are we have something special for you.
Toptech Systems is a global industry leader in automation and data management services. All of our hardware and software products are designed in-house allowing us to provide excellent customer service to our clients at all levels of the supply chain.
Summary
The Technical Support Engineer supports oil and gas businesses moving millions of gallons of petroleum each year by providing application and technical support to the users. The Technical Support Engineer is to drive user satisfaction and grow Toptechs business by providing advanced troubleshooting and resolution to more difficult questions or problems. In addition they are responsible for onsite and remote implementations of highly customized solutions for customers and systems troubleshooting alongside the customer. They educate customers on products various functionality available and customizable features which may be designed in collaboration with Toptechs commercial and solutions design team. The primary goal of the Technical Support Engineer is to be a trusted advisor to our customers educating them on best practices which lead to improved operational efficiency minimizing operations downtime due to implementations errors and creating raving fans with each interaction which leads to future sales of Toptech products.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Primary responsibility is the creation of a positive environment for our customers and the users of our software by providing assistance with questions technical issues requests and ensuring that product releases and patches meet our standard of excellence.
- Performance of non-manual work directly related to the business operations of our terminal management customers assisting them with operational efficiencies and minimizing downtime due to system problems.
- Provides specialized technical assistance on Toptechs highly customized software products by responding to inquiries from internal and external customers regarding errors problems or questions about software via email phone as required.
- Consults with clients to gather information about customers operations and specific needs objectives functions features and input and output requirements at their terminal operations facility.
- Advises customers regarding best practices and how operational efficiencies and product flow through may be improved to drive customer revenue through the use of Toptech Systems products and practices.
- Advises client on how to best configure system architecture and software to meet the clients needs and ensures the clients business operations are kept running with minimal financial impact and downtime.
- Utilizes discretion and independent judgment to ensure customers operations are efficient and ensure minimal operational and financial impact due to customers operations downtime due to customized configurations or product deployments at their operational facilities. Trains end users.
- Assures that adequate documentation is included in the knowledge base on basic practices and specific user information.
- Identifies software defects and teams with development to create test plans execute release testing and verify resolution.
- Deploys defect fixes to production environments ensuring resolution of the customers issue.
Desired Competencies
- Customer Service advocacy and responsiveness
- Attention to detail demonstrates accuracy and thoroughness in their work
- Resourceful able to adapt to changing priorities and flexible when necessary to reach goals and to exceed user expectations
- Oral and written communication skills
- Proficient with Linux MySQL MariaDB Networking Topology and Troubleshooting complex technical issues
- Minimum of 5 years experience in a Technical Support Role
- Bilingual in Spanish Required
Education and/or Experience
Bachelors degree in MIS IT Computer Science or Engineering with a minimum GPA of 3.0. Prior technical or software development internships preferred. Red Hat Certification and database knowledge are a plus. This role may require significant travel and advising customers at their locations both nationally and internationally while observing the companys policy with regards to travel expenditure and a valid drivers license
Applicants must be authorized to work for any employer in the U.S. Toptech Systems will not sponsor an employment visa for this role.
Are you ready to join a different kind of company where our people our culture and our commitments are centered around providing trusted solutions that improve lives around the world
IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race color religion creed genetic information sex sexual orientation gender identity or expression marital status age national origin disability protected veteran status or any other consideration or protected category made unlawful by federal state or local laws.
Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process please let us if you are limited in the ability to access or use this online application process and need an alternative method for applying we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
Employment Type
Full-Time
