Senior Application Support Specialist

The Senior Application Support Specialist (Level 2) is there to provide dynamic and exceptional deep level quality technical support to our customer and partner base. Bringing all experience, individual expertise and resources coupled with wider Snow resources and expertise to deliver a superior level customer service experience.  This is a Hybrid role we do expect employees come to the office (Sydney) at least 2 days a week. 

Diagnosing, troubleshooting and analysing complex issues and bugs in customer environments and within Snow’s applications.

Applying workarounds and helping customer with configuration to mitigate or resolve issues.

• Providing technical support and maintenance on all Snows Products
• Performing advanced troubleshooting within customer environments focused on the recreating customer reported issues  and escalating to Product Engineering.
• Collaboration with the support teams, to upskill their knowledge on Snow Products, known issues, Troubleshooting skills and documentation.
• Continually prioritizing your workload ensuring pro-active review of cases to reduce mean case ageing of 1st and 2nd line
• Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
• To contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions.

Qualifications & Experience:

• Minimum 3 years' experience in a technical Application Support role.
• Strong communication and interpersonal skills.
• Customer focused can do attitude.
• Excellent time management, decision making, prioritization, organization and collaboration skills.
• Be a team player, promote a spirit of cooperation and teamwork.
• Intermediate to Advanced (Unix and SQL including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures (Read & Modify), SQL query analysis, SQL query error troubleshooting.
• Strong Networking/connectivity skills to diagnose complex connectivity issues.
• Advanced technical diagnostic, troubleshooting and problem-solving skills in client and server technologies.
• Self-starter, capable of self-paced learning on the job.
• Welcomes challenging environments to apply specialist skills, maintaining customer confidence.
• Be able to create, maintain and improve technical knowledgebase articles. (KCS)
• Knowledge of O365 (Configuration and Administration knowledge desired)
• Advanced knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X.
• Experience with PowerShell, IIS and command prompt.
• Technical knowledge of any cloud-based technology would be a plus. - AWS & Azure.
• You must be an Australian citizen or permanent resident or a New Zealand citizen, or hold a valid visa with permission to work without any hours or time limitation 

Snow’s mission is to provide complete insight and manageability across all technology. We ensure the trillions spent on all forms of technology drives maximum value. Today, more than 3,000 organizations around the world rely on Snow's platform to provide visibility, optimize usage and spend, minimize risk and enhance services. Every team member, from leadership to the front lines, is committed to helping our customers thrive in an era of digital transformation.

All your information will be kept confidential according to EEO guidelines.

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