Job Opportunities API

Key purpose: 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. This is an in-office role based our of our Riverside, MO office and requires the ability to Speak both Spanish and English. In particular, this Tier 2 role will: A. Develop technical understanding of Gallagher software/cloud products & services; their integration to Gallagher hardware products & systems; & their ability to deliver business value to our farmer customers. B. Empower our CTS teams (Tier 1) with knowledge and tools so they can independently support our farmer customers; and C. Support our CTS teams by resolving issues and opportunities they cannot manage themselves. This may include drawing appropriately on our Tier 2 (Global Product Support) in New Zealand. WHAT YOU'LL BE DOING: • 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 YOU'LL BRING: Qualifications and / or Experience: • Fluent in Spanish (written and spoken). Other languages are desirable. • 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. Skills & Competencies • 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. • Knowledge of farming operations, agricultural technology, and agricultural business practices preferred. • Proficient in Microsoft Office and business systems such as CRM and ERP platforms.