Technical Support Engineer Second or Third Shift

About the role

Smarter, Better, Now. ADB SAFEGATE’s functional teams are integral to powering innovation and ensuring operational excellence across the organization. The Opportunity 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

• Providing professional, technical customer service over the phone, email, remote connection, etc., to troubleshoot, diagnose and assist customers in resolving problems
• Providing technical support for cloud-hosted software and customer deployments, including troubleshooting applications, managed Kubernetes clusters, and related cloud platform services, while escalating advanced infrastructure and application issues as needed.
• Producing detailed diagnose and system performance report
• On a rotational basis, providing 24 hour, 7 days a week emergency telephone support.
• Providing follow through to customers to ensure issues get resolved.
• Providing answers to customers by identifying problems, researching answers and guiding customers through corrective actions.
• Supporting system engineering on both in house customer validation testing
• Performing technical training internally or for customers

Requirements

• Associates’ 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.

Skills

• Working knowledge of at least one major public cloud platform and managed Kubernetes, including accessing clusters, and reviewing workloads, logs, events, and platform health.
• Preferred knowledge of programming languages such as Java, JavaScript, C and Python
• Fluent Spanish (oral and written communication skills) desired.

Schedule

Initial Training Period: All new hires will begin on First Shift (8:00 AM – 5:00 PM, Monday – Friday) for the first 12 months. This allows for comprehensive training and onboarding alongside experienced team members. Post-Training Schedules: After the initial 12-month period, roles will transition to the following permanent shifts: Second Shift: 4:00 PM – 1:00 AM, Monday – Friday; Third Shift: 12:00 AM (midnight) – 9:00 AM, Sunday – Thursday. These shifts are structured to provide a one-hour overlap between teams, ensuring smooth handoffs and continuous workflow.