Bi-lingual Software Technical Support – Latin & North America

Gallagher • Kansas City, KS

7d • Onsite

About The Position

This is a bilingual (Spanish and English) Tier 2 in-office role based in Riverside, MO, focused on providing post-sale product support to Animal Management (AM) customers in Latin & North America. The role involves developing a deep technical understanding of Gallagher software/cloud products, their integration with hardware, and their business value to farmers. A key aspect is empowering Tier 1 Customer Technical Service (CTS) teams with knowledge and tools, and resolving complex issues that Tier 1 cannot manage, 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