Overview
CorePlan is a Perth tech startup shaking up the mining industry with a modern digital SaaS drilling management platform. We replace paper and spreadsheets with a seamless solution used by customers worldwide. Our mission is to advance digital drilling operations across mining, and we are a high-performing team of self-starters building the next generation of mining software.
The Role
As an Application Support Technician (L2) you will serve as a critical technical bridge between our customers and engineering teams, providing advanced troubleshooting and resolution for complex application issues.
Working directly with enterprise mining clients, you will investigate and resolve escalated technical problems that require deeper platform knowledge, analytical thinking, and hands-on technical skills. You will use your expertise in troubleshooting, scripting, and system analysis to diagnose root causes, implement solutions, and ensure our customers can rely on CorePlan's platform for their mission-critical operations.
What You'll Do
* Solve escalated L2 technical issues through deep investigation and root-cause analysis
* Troubleshoot application behaviour using logs, errors and diagnostic tools
* Support customers via phone, email and ticketing with clear, professional communication
* Reproduce issues in test environments and provide detailed findings to engineering
* Assist with configuration, integrations and technical setup during onboarding
* Create and maintain technical documentation and troubleshooting guides
* Monitor system health, identify trends and proactively prevent issues
* Work with engineering to validate fixes and improve platform stability
* Participate in the on-call roster for critical after-hours support
What You Will Bring
* Tertiary qualification in Computer Science, Information Technology, or similar (or equivalent experience)
* Minimum 3 years in technical, application, or IT support, ideally within B2B SaaS or enterprise software (exposure to mining, heavy industry, or industrial environments is a bonus)
* Comfortable working in escalation-based support teams and in ticketing incident management environments
* Proficiency in a scripting language (Python, PowerShell, or Bash)
* Solid troubleshooting skills for data investigation
* Confident working with logs, errors, and debugging application issues
* Understanding of web applications, APIs, integrations, cloud-hosted environments, and basic networking (DNS, SSL, connectivity)
* Customer focused, and able to communicate to a variety of different audiences (technical and non-technical)
* High attention to detail with ability to continue to document processes
Recruitment Agencies
Please note, we're not engaging agencies right now.
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