As a Technical Support Engineer, you will be responsible for resolving technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or answer technical questions about the software and platform.
Key Responsibilities
* Customer Advocate providing support to users/administrators of our platform.
* Understanding the platform and all core functionalities while employing various diagnostic tools to isolate the potential cause of the issue.
* Providing input across business units regarding process and product improvements when working on technical issues for customers.
* Resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
You will require a fundamental understanding of ITSM, ITIL, or CMDB, and advanced knowledge of MySQL/Postgres with hands-on experience. Additionally, you should have a personal commitment to quality and customer service.
Requirements
* A minimum of 5 years relevant experience in Technical Support Engineering.
* Fundamental understanding of ITSM, ITIL, or CMDB.
* Advanced knowledge of MySQL/Postgres with hands-on experience.
* Personal commitment to quality and customer service.
Please note that candidates must be based in Sydney and be Permanent Residents or Citizens to be considered for this role.