AddressJob Summary: The Technical Support Engineer will assist customers with their expertise in Application Support, focusing on integration within our platform. This role is responsible for managing and resolving issues and escalations for the customer, providing technical guidance to address their business needs, and handling complex integration challenges. The engineer will represent the customer's voice in product and development teams, offering feedback and suggestions for product enhancements. They will play a key role in building knowledge and participating in strategic initiatives for process improvements. Continuous learning of the product suite as it evolves will be crucial to understand and support customer integration needs.
Duties:
- Serve as a Customer Advocate, providing support to users/administrators of the platform.
- Contribute to the growth of best practices for the delivery of support services.
- Utilize JavaScript, MySQL, and Linux expertise to troubleshoot and resolve integration issues.
- Assess, troubleshoot, resolve, and provide root cause analysis for product integration issues.
- Manage customers' expectations and experiences to ensure high customer satisfaction.
- Maintain technical expertise in assigned product functionality areas to assist customers.
- Suggest and implement improvements to internal processes and work on technical and non-technical projects.
- Communicate with customers and internal teams through case, phone, and other digital methods.
- Create knowledge base materials dedicated to operational efficiency while empowering and enabling customers.
- Maintain impeccable case hygiene and customer-related files and records.
- Handle incoming phone calls for existing and new customer issues.
Skills and Experience:
- 2+ years of related experience in application Technical Support.
- Proficient in JavaScript development for writing and troubleshooting.
- Experience with MySQL for data management and integration tasks.
- Strong working knowledge of Linux for system support and troubleshooting.
- Experience implementing, maintaining, or supporting two or more of the following:
- LDAP/Active Directory, SSO, or other authentication/user management systems (e.g., Azure AD, Okta, SAML, SiteMinder)
- Email Infrastructure (e.g., Exchange, Office 365, Postfix)
- Web Services (SOAP, REST)
- Data Extraction Technologies (e.g., JDBC, ODBC) or ETL integrations
- Network Infrastructure
Expected Capability:
- Demonstrated ability to understand and troubleshoot complex technical issues, particularly in integration.
- Ability to create and discuss use cases based on reported issues to identify possible causes.
- Excellent written and verbal communication skills to clearly articulate solutions to complex technical problems.
- Personal commitment to quality and customer service.
- Ability to multi-task and manage case backlog efficiently.
- Team player working efficiently in a collaborative environment.
- Ability to investigate and resolve complex issues and escalations promptly.
- Ability to drive bridge/conference calls to achieve issue resolution while keeping stakeholders informed.
- Work in accordance with agreed KPIs.
Desired Skills:
- Admin or Development experience with the designated platform is highly desirable.
- Knowledge of OAuth and OIDC.
- Experience providing SaaS/PaaS support.
- Understanding of the ITIL framework.
- Experience diagnosing performance-related issues.
- Experience using tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components.
- Java and PowerShell development skills for troubleshooting.
- Advanced knowledge of components in a web applications stack.
- Experience with relational databases (e.g., MySQL, Oracle).
- Experience using Linux/Unix OR Microsoft Server.
Education:
- Bachelor's in Computer Science (or related technical degree) preferred.
Eligibility:
- Only Australian Permanent Residents or Australian citizens can be considered for this role.
Join this dynamic team and leverage your technical expertise in Application Support to make a significant impact on customers and the continuous improvement of our integration capabilities. Apply now!
