Technical Support Engineer - Gates

About the role

ADB SAFEGATE’s functional teams are integral to powering innovation and ensuring operational excellence across the organization. The Technical Support Engineer is primarily responsible for first line phone support for internal and external customer support questions on complex IT based systems including SQL, HTML, proprietary peripherals, Kubernetes, and data analytics.

Responsibilities

• Provide professional, technical customer service over the phone, email, remote connection, etc., to troubleshoot, diagnose and assist customers in resolving problems
• Produce detailed diagnose and system performance reports
• On a rotational basis, provide 24 hour, 7 days a week emergency telephone support
• Follow through with customers to ensure issues get resolved
• Answer customer questions by identifying problems, researching answers and guiding customers through corrective actions
• Support system engineering on both in-house customer validation testing
• Perform technical training internally or for customers
• Travel 40% to 60% of the time

Requirements

• Associate’s Degree in Computer Science, Information Technology, Electrical Technology (ET) or Associate in Computer Engineering Technology (EET), equivalent degree, or equivalent experience
• Minimum of 12 months+ experience working in a Service Desk/Inbound Call Center environment
• Sound understanding of customer support, operations, and processes
• Experience in supporting and maintaining complex software applications
• Proven analytical and problem-solving abilities

Qualifications

• Preferred knowledge of programming languages such as Java, C and Python
• Fluent Spanish (oral and written communication skills) desired