Technical Support Engineer

IDEX•Longwood, FL

12d

About The Position

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. The Technical Support Engineer is to drive user satisfaction and grow 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 goal of the Technical Support Engineer is to be a trusted advisor to our customers, educating them on best practices which lead to improved operational efficiency, minimizing operations downtime due to implementations, errors, and creating raving fans with each interaction, which leads to future sales of Toptech products.

Requirements

Customer Service advocacy and responsiveness
Attention to detail, demonstrates accuracy and thoroughness in their work
Resourceful, able to adapt to changing priorities and flexible when necessary to reach goals and to exceed user expectations
Oral and written communication skills
Proficient with Linux, MySQL, MariaDB, Networking Topology, and Troubleshooting complex technical issues
Minimum of 5 years’ experience in a Technical Support Role
Bilingual in Spanish
Bachelor's degree in MIS, IT, Computer Science, or Engineering with a minimum GPA of 3.0
Applicants must be authorized to work for any employer in the U.S.
This role may require significant travel (50% travel is estimated) and advising customers at their locations, both nationally and internationally, while observing the company’s policy with regards to travel expenditure and a valid driver’s license

Nice To Haves

Prior technical or software development internships preferred.
Red Hat Certification and database knowledge are a plus.

Responsibilities

Primary responsibility is the creation of a positive environment for our customers and the users of our software by providing assistance with questions, technical issues, requests, and ensuring that product releases and patches meet our standard of excellence.
Performance of non-manual work directly related to the business operations of our terminal management customers, assisting them with operational efficiencies and minimizing downtime due to system problems.
Provides specialized technical assistance on Toptech’s highly customized software products by responding to inquiries from internal and external customers regarding errors, problems, or questions about software via email, phone, as required.
Consults with clients to gather information about customers’ operations and specific needs, objectives, functions, features, and input and output requirements at their terminal operations facility.
Advises customers regarding best practices and how operational efficiencies and product flow through may be improved to drive customer revenue through the use of Toptech Systems products and practices.
Advises client on how to best configure system architecture and software to meet the client’s needs and ensures the client’s business operations are kept running with minimal financial impact and downtime.
Utilizes discretion and independent judgment to ensure customers’ operations are efficient and ensure minimal operational and financial impact due to customers’ operations downtime, due to customized configurations or product deployments at their operational facilities.
Trains end users.
Assures that adequate documentation is included in the knowledge base on basic practices and specific user information.
Identifies software defects and teams with development to create test plans, execute release testing, and verify resolution.
Deploys defect fixes to production environments, ensuring resolution of the customer’s issue.