Bilingual Technical Support Engineer

2 weeks ago

Bloomington, Illinois, United States G2K Labs Full time
Job Overview

Position Summary

The G2K Labs Support team is in search of professionals who thrive on problem-solving, enjoy customer interaction, and possess a diverse technical background. Ideal candidates will have experience in areas such as Linux/Windows systems management, database design and optimization, data analysis, network management, and dev ops. Support engineers will address a range of inquiries from customers, from initial setup of G2K Labs services to diagnosing and resolving intricate performance challenges in complex environments. These engineers serve as the 'voice of the customer,' providing valuable insights to development teams regarding recurring issues and feature requests. If you have a solid foundation in Linux system administration and prefer hands-on troubleshooting over searching for solutions online, we want to hear from you.

Key Responsibilities

  • Explore and utilize innovative technologies.
  • Employ advanced troubleshooting strategies to deliver tailored solutions to our clients' specific needs.
  • Collaborate directly with architects to replicate and resolve customer challenges.
  • Utilize your extensive customer support experience to offer constructive feedback to internal teams aimed at enhancing our services.
  • Facilitate customer communication during critical incidents.
  • Lead initiatives that enhance support processes and improve the technical support experience for our clients.
  • Assist in delivering customer presentations.
  • Keep management updated on high-priority issues and escalate as necessary.
  • Maintain a comprehensive view of issues and corresponding action plans for specific Program Customers, when applicable.
  • Learn and support new features released in field version software.
  • Provide prompt response capabilities to customers as needed (Note: Ability to travel to customer sites on short notice is required).
  • Ensure high levels of customer satisfaction.

Qualifications

  • Proficiency in Spanish is essential (Level 3+).
  • Education: Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, Physics, or equivalent work experience.
  • Demonstrated expertise in:
  • Systems administration in Linux/Unix or Windows environments.
  • Experience with Linux system monitoring and analysis.
  • Application-level troubleshooting in Linux.
  • Networking concepts (DNS, TCP/IP).
  • Exceptional oral and written communication skills, as customer interactions occur via calls, chats, and emails.
  • Strong customer service orientation and focus.
  • Ability to manage multiple tasks effectively in a dynamic environment.
  • In-depth understanding of the client's mission and specific industry challenges.
  • Willingness to travel domestically and internationally up to 25% of the time.
  • Comprehensive knowledge of key industry solutions and competitive technologies.
  • Experience in analyzing, troubleshooting, and resolving technical issues.
  • Expertise in Linux system administration within virtual environments, file structure management, and common Linux applications.
  • Familiarity with application deployment.
  • The successful candidate must be a U.S. Citizen and eligible for government clearance; existing clearance is advantageous.

About G2K Labs

G2K Labs has been a leader in the security solutions industry for over 38 years, specializing in lawful interception, surveillance, location-based services, big data, and network management solutions. We collaborate with governments, intelligence agencies, and telecom providers to address security challenges and develop sustainable intelligence infrastructures. Our high-performance solutions are utilized globally, ensuring effective and reliable support for our clients.

Compensation and Work-Life Balance

We offer a competitive salary and benefits package, including health coverage. Our flexible work hours promote a healthy balance between your professional and personal life.

G2K Labs is committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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