Job Description

Compensation:
$36.50/hr+
Job type:
This is a full-time 3-month contract to hire position (temp to perm)
Remote with expectations to be onsite/in office 1 day per month in Longwood, FL. Eventually, there will be up to 50% travel expectations, primarily domestic, with some international travel to clients in South America.
Our client is a global industry leader in automation and data management services. All of their hardware and software products are designed in-house, allowing them to provide excellent customer service to their clients at all levels of the supply chain.
Summary
The Bilingual Software 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 Bilingual Software Support Engineer is to drive user satisfaction and grow the company'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 the company's commercial and solutions design team. The primary goal of the Bilingual Software Support Engineer is to be a trusted advisor to their 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 company products.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Primary responsibility is the creation of a positive environment for customers and the users of their software by providing assistance with questions, technical issues, requests, and ensuring that product releases and patches meet the standard of excellence.

• Performance of non-manual work directly related to the business operations of the terminal management customers, assisting them with operational efficiencies and minimizing downtime due to system problems.
• Provides specialized technical assistance on the company'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 the company's 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.

Desired Competencies

• 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 Required

Education and/or Experience
Bachelor's degree in MIS, IT, Computer Science, or Engineering with a minimum GPA of 3.0. Prior technical or software development internships preferred. Red Hat Certification and database knowledge are a plus. This role may require significant travel 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
Applicants must be authorized to work for any employer in the U.S. The company will not sponsor an employment visa for this role.

Skills Required