Address
Form of workEmployment Type: Permanent - Full Time
Location: Sydney
Compensation: $88,000 - $108,000 / year
Description
What we do at Codat
Our mission is to make life easier for small and medium sized businesses, the backbone of our global economy.
We do that by working with fintech companies and financial institutions to help them connect into the systems their small business customers use. With this connectivity, our clients are building next generation products to take the friction out of running a small business, from business management software to alternative lending and corporate cards.
Codat is a Series C-funded company, backed by some of the leading investors and most successful tech companies in the world, including J.P. Morgan, Shopify, Plaid, PayPal Ventures, Amex Ventures, Index Ventures and Tiger Global. We have offices in London, New York, Sydney.
We live by our values of being united as a single team, building a product that is useful to our clients and their customers alike, and bringing a focus and urgency to our work that makes us unstoppable.
What You Will Be Doing
The Support team provides first-class support to our growing list of global clients. Our Support engineers share a passion for delivering an excellent product to our clients and facilitate their ability to resolve any issue they may encounter when using the Codat platform.
As a Level 2 Support Engineer at Codat you will work on more complex issues that have been escalated after triage by our Level 1 team. You will ensure that any further investigation is conducted promptly during your shift (between 8 a.m. and 4 p.m., or 10 a.m. and 6 p.m. local time). You will use our public documentation and internal knowledge articles to narrow down the cause of issues raised by clients. You will receive training to troubleshoot varied issues independently and receive guidelines on incident management and escalation processes. You will be working closely with our Solutions and Commercial teams to ensure clients have the best possible experience when using Codat's technology.
We use technologies including Azure WebApps, WebJobs/Service Bus, Table Storage & SQLto run our product which is built in C# (.NET Core & Framework), ASP.NET and ReactJS. Any previous experience with these technologies would be an advantage, but it's not a requirement for anyone who is happy to do some on-the-job learning in a supportive team.
Responsibilities
- Respond to escalated technical support requests and feature related questions, while ensuring a seamless handover between US and UK support teams.
- Provide clear troubleshooting steps and guidance as appropriate for the audience.
- Maintain accurate records of each support request, including the problem description and resolution steps and use this knowledge to enhance self-help resources.
- Facilitate smooth handover of ongoing tickets between different time zones and at the end of your shift.
- Work closely with other members of the support team to lead investigations into complicated, technical issues and create clear, reproducible test cases for engineers to resolve.
- Become a subject matter expert in Codat's technology.
- Collaborate and coordinate with other Codat teams, across Solutions, Client success, Production and Engineering, to ensure we're delivering the best product and services to our clients.
- Build and maintain scripts and other tooling to help the support process.
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