Technical Support Engineer (Bilingual Spanish/English)

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re 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. This role drives user satisfaction and grows Toptech’s 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 Toptech’s commercial and solutions design team. The primary goals of the Technical Support Engineer is to:

Support our customers and provide world-class customer service. Minimize operational down time due to implementations and errors. Create 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 providing assistance to our customers and employees regarding questions, technical issues, and requests via email, phone, and Teams meetings.
• Consults with clients to gather information about customer’s operations and specific needs, objectives, functions, and features at their facility.
• Advises client how to best configure system software to meet client’s needs and ensures the client’s business operations are kept running with minimal financial impact and downtime.
• Assures that adequate documentation is included in the knowledge-base on basic practices and specific user information.
• Identifies software defects, replicate defect in an internal test system, partner with development to verify resolution, and deploy defect fixes to production environments to ensure resolution of the customer’s issue.
• The team works together to support our customers afterhours. This position is required to participate in afterhours support at least 3 times per quarter.
• Discover requirements and configure new software systems.
• Perform remote or on-site installs of our software systems. Some travel required, including some international travel.
• Collaborate with Project Management team on installs of our software systems.
• Evaluation of customer’s current system and provide recommendations for improvement.

Desired Competencies

• Required
  • Strong customer service, troubleshooting, and organization required for this position
  • Customer Service advocacy and responsiveness
  • Attention to detail, Demonstrates accuracy and thoroughness in their work
  • Resourceful, ability to adapt to changing priorities and flexible when necessary to reach goals and to exceed user expectations
  • Oral and written communication skills
  • Bi-lingual in Spanish Required
• Preferred
  • 2-3 years’ experience in Linux (CLI, how to ping, how to identify issues, how to get to the hypervisor, where it’s hitting the firewall, etc.)
  • Some Networking experience preferred
  • SQL (comfortable with database structure and SQL syntax)
  • 2-3 years’ experience in a Technical Support role

Education and/or Experience

Bachelor's degree in IT, or Computer Science with a minimum GPA of 3.0 or equivalent experience. This role will require national and international travel and a valid driver’s 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 and Affirmative Action 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 (Minorities/Females/Protected Veterans/Disabled).

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 know. Likewise, 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 [email protected] 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.