Technical Support Engineer Second or Third Shift

ADB Safegate; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

ADB SAFEGATE is hiring a Technical Support Engineer to provide first-line phone and remote support for complex IT systems, including SQL, HTML, Kubernetes, and data analytics. The role includes after-hours on-call support on a rotating schedule, with training on First Shift followed by Second or Third Shift in Columbus, Ohio.

The ideal candidate has an Associate degree in CS/IT/ET or related field, at least 12 months in a Service Desk environment, and hands-on experience with cloud platforms and

Qualifications

• Associates’ Degree in CS/IT/ET or equivalent.
• 12+ months experience in a Service Desk/Inbound Call Center.
• Understanding of customer support, operations, and processes.
• Experience in supporting and maintaining complex software applications.
• Knowledge of at least one major public cloud platform and managed Kubernetes.

Responsibilities

• Provide professional technical customer service over phone, email, and remote connection to troubleshoot and resolve problems.
• Provide technical support for cloud-hosted software and deployments, troubleshoot applications and Kubernetes clusters, escalate when needed.
• Produce detailed diagnostic and system performance reports.
• On a rotational basis, provide 24/7 emergency telephone support.
• Follow through with customers to ensure issues are resolved.

Skills

SQL

HTML

Kubernetes

Data analytics

Customer service

Education

Associates’ Degree in Computer Science, Information Technology, Electrical Technology (ET) or Associate in Computer Engineering Technology (EET)

Job description

Technical Support Engineer Second or Third Shift Job Description

With over 1,400 employees and over 2,700 airports in over 175 countries, ADB SAFEGATE is dedicated to making air travel safe, efficient, and environmentally friendly. With our innovative Airside 4.0® solutions, we help turning airports into smart airports, with the ultimate goal of enhancing the passenger experience.

Technical Support Engineer Second or Third Shift Contract Type: Permanent Job Location: USA - Columbus

Smarter, Better, Now.

ADB SAFEGATE’sfunctional teams are integral topowering innovationand ensuringoperational excellenceacross the organization.

The Opportunity

The Technical Support Engineer is primarily responsible for first line phone support for internal and external customer support questions on complex IT based systems including SQL, HTML, proprietary peripherals, Kubernetes, and data analytics.

Schedule

• Initial Training Period:
  All new hires will begin onFirst Shift(8:00 AM – 5:00 PM, Monday – Friday) for the first 12 months. This allows for comprehensive training and onboarding alongside experienced team members.
• Post-Training Schedules:
  After the initial 12-month period, roles will transition to the following permanent shifts:
  • Second Shift: 4:00 PM – 1:00 AM, Monday – Friday
  • Third Shift: 12:00 AM (midnight) – 9:00 AM, Sunday – Thursday
• These shifts are structured to provide a one-hour overlap between teams, ensuring smooth handoffs and continuous workflow.

You will make an impact by….

• Providing professional, technical customer service over the phone, email, remote connection, etc., to troubleshoot, diagnose and assist customers in resolving problems
• Providing technical support for cloud-hosted software and customer deployments, including troubleshooting applications, managed Kubernetes clusters, and related cloud platform services, while escalating advanced infrastructure and application issues as needed.
• Producing detailed diagnose and system performance report
• On a rotational basis, providing 24 hour, 7 days a week emergency telephone support.
• Providing follow through to customers to ensure issues get resolved.
• Providing answers to customers by identifying problems, researching answers and guiding customers through corrective actions.
• Supporting system engineering on both in house customer validation testing
• Performing technical training internally or for customers

The talent we want to inspire has...

• Associates’ Degree in Computer Science, Information Technology, Electrical Technology (ET) or Associate in Computer Engineering Technology (EET), equivalent degree, or equivalent experience.
• Minimum of 12 months+ experience working in a Service Desk/Inbound Call Center environment
• Sound understanding of customer support, operations, and processes
• Experience in supporting and maintaining complex software applications
• Proven analytical and problem-solving abilities.
• Working knowledge of at least one major public cloud platform and managed Kubernetes, including accessing clusters, and reviewing workloads, logs, events, and platform health.

This would be a plus but not a must!

• Preferred knowledge of programming languages such as Java,JavaScript, C and Python
• Fluent Spanish (oral and written communication skills) desired.

If you want to join a global business and enjoy being a team player who's driven and passionate, then this is your opportunity to come on board by applying.

What to learn more about working at ADB SAFEGATE then check out our Career's website https://adbsafegate.com/about/career/

ADB SAFEGATE is an equal opportunity employer. ADB SAFEGATE does not discriminate against any employee or applicant for employment because of characteristics protected by law, including but not limited to, race, color, age, creed, religion, national origin, ancestry, sex, sexual orientation, marital status, veteran status, or disability. If you need assistance or reasonable accommodation in completing this application or during the interview, please contact our Human Resources Department.

ADB SAFEGATE introduces Airside 4.0 elevating airside operations into a new era of intelligence.

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