Bi-lingual Software Technical Support – Latin & North America

Gallagher • Kansas City, MO

8d • Onsite

About The Position

This is an in-office Tier 2 role based in our Riverside, MO office, requiring fluency in both Spanish and English. The key purpose is to ensure our Animal Management (AM) customers receive outstanding post-sale product support from our network of Customer Technical Service (CTS) teams in North and South America. The role involves developing a technical understanding of Gallagher software/cloud products & services, their integration with hardware, and their business value to farmer customers. It also focuses on empowering CTS teams (Tier 1) with knowledge and tools for independent customer support and resolving escalated issues that CTS teams cannot manage themselves, potentially involving collaboration with Tier 2 (Global Product Support) in New Zealand.

Requirements

• Fluent in Spanish (written and spoken).
• A relevant software technical qualification and/or equivalent industry experience.
• Proven experience in using and supporting technology and problem solving to root-cause.
• Proven experience in database debugging using SQL queries.
• Strong problem-solving skills with the ability to identify and resolve root causes.
• Customer-focused mindset with a passion for training, support, and delivering practical solutions.
• Proven ability to advocate for customers and drive continuous improvement.
• Excellent organizational skills, including prioritization, progress tracking, and results communication.
• Strong verbal and written communication skills, with the ability to translate complex technical concepts into clear, understandable information.
• High emotional intelligence and the ability to effectively work with diverse individuals, backgrounds, and skill levels.
• Analytical and conceptual thinker with the ability to understand interconnected systems and apply knowledge to new situations.
• Adaptable and flexible, with the ability to manage multiple priorities in a fast-paced, evolving environment.
• Curious and motivated to learn, with a desire to understand customer needs, business drivers, and industry trends.
• Proficient in Microsoft Office and business systems such as CRM and ERP platforms.

Nice To Haves

• Other languages are desirable.
• Knowledge of farming operations, agricultural technology, and agricultural business practices preferred.

Responsibilities

• Provide expert Tier 2 technical support, troubleshooting complex software, hardware, and system integration issues.
• Train and enable Customer Technical Services (CTS) teams through product knowledge, technical guidance, and support resources.
• Manage and resolve escalated issues, ensuring timely triage, documentation, communication, and coordination with Product, R&D, and IT teams.
• Develop and maintain technical documentation, troubleshooting guides, training materials, and support tools.
• Support software releases by understanding new features, validating changes, and preparing customer-facing teams for successful adoption.
• Drive continuous improvement of support processes, knowledge sharing, and customer service excellence through proactive collaboration and a solutions-focused approach.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed